I’ve worked on several different teams over the past 8 years I’ve worked at Amazon. Each one of them had on-call in which the engineers were on-call to keep the system running 24/7 for a week. If something broke at 2am, they’d get paged to fix it.
Now, Amazon’s a big company. On-call varied quite a bit. Some teams had more ops load, others had barely any. I had my fair share of weeks with lots of tickets, but usually I sought out teams where it was more manageable. However, those engineers frequently struggled to get anywhere, playing a bit of on-call hot potato with the next on-call. Sadly, Amazon largely did not leverage SREs or dedicated support groups except for the most critical systems. I do wish they would have leveraged them.
Here’s my strategy that I employed when I joined a new team.
Continue reading “Improving bad on-call with the Snowball Effect”