Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
00:00
The Importance of Having a Single Point of Contact in an Intercom Team
I was wondering if the team was growing proportionately to your end jorg or participation had been more flat so it sounds like it's been a huge success. I want to ask you about that incident commander role in this process can you you alluded to it and described it at a high level but how did this come to be and how does that role work? Sure it didn't come directly out of the out of our as on call experience we always had a an escalation available for the engineer who was doing on call. Honestly the workload wasn't that high and the ad hoc approach didn't really have many problems.
Transcript
Play full episode
