24x7 Operations
Role Keepers |
|
|---|---|
Delegator | |
Coordination | Adrian Haas |
Contact |
Purpose
At VSHN, we offer managed services, self-service products, and custom solutions, including optional availability guarantees and 24x7 support as defined in our product definitions and contracted SLAs. We need incident and support handling to work according to our SLAs with customers.
Key responsibilities
List the essential responsibilities assigned to this role.
Organize the handling of relevant incidents 24x7
Organize the handling of relevant support cases 24x7
Understand requirements according to our product/SLA definitions and make them tangible for engineers (especially for OnCall)
Select and drive the implementation of needed tooling
Ensure appropriate compensation for OnCall
Stakeholders & Key Deliverables
Whom does this role deliver value to, and what do they need from this role?
- Product Manager
A working OnCall organization that implements their product/offering definition (SLAs) well enough
- Participating Engineers
Clarity on expectations (shifts to cover, alerting, required response times, expectations & limits of incident response)
Working rotations and alerting tooling
Access to needed training and documentation
On-call compensation, yearly reporting, and payout of on-call compensation
Dependencies
Who and what does this role depend on?
- Teams (via Product Owner)
Runbooks/tangible documentation on how to handle expected incidents
Onboarding and continued training for OnCall engineers meant to cover their tech stack
Timely addressing of repeating issues and false-positive alerts
- Customer (Key) Account Manager
Follow-up with customers, if OnCall was used beyond purpose
Custom contracts comply with our SLA Profiles / Support Plans
Information on which customer/solution has which VSHN SLA profile/support plan option, easily accessible.
- VSHN (Anchor Circle)
Budget for OnCall compensation
Constraints
- Legal
OnCall shifts, rest times, and maximum work time must comply with applicable labor law
Customer contracts use our SLA / Support Plan, no individual definitions.
- General
New (product) offerings or changes to SLA options need to be defined in collaboration, before they reach GA (have customers)
Every Engineer at VSHN is part of the OnCall organization by default, independent of team or skills
OnCall Engineers do their best to fix things or provide support; they get available support if out of their depth and don’t do risky work that increases the damage
An OnCall organization (VSHNeers being on-call in their private time) is limited to urgent incidents (service down or highly degraded) and support in urgent cases (customer’s business is blocked) as defined in Service Level Agreements (Product SLA Profiles and Support Plan)