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The Debrief by incident.io
How to build a successful on-call team
Oct 26, 2022
This conversation features Pete and Chris, co-founders of incident.io, who specialize in building successful on-call teams. They discuss the critical role of on-call support in tech startups and share insights on creating a compassionate on-call culture. Key topics include who should be on-call, the dangers of relying on 'on-call heroes,' and the importance of fair compensation practices. They also introduce strategies to motivate engineers and discuss effective onboarding processes, making on-call responsibilities more manageable and inclusive.
49:59
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Quick takeaways
- Decentralizing the on-call responsibility enables faster incident resolution and fosters a deeper understanding of systems among engineers.
- Building a compassionate on-call culture requires recognizing personal circumstances and transforming on-call duties into growth opportunities.
Deep dives
Understanding On-Call Responsibilities
On-call management is essential for services that require continuous online availability, such as banking and e-commerce. When regular hours conclude, having a support structure in place becomes vital to maintain operations, involving a group of designated individuals responsible for monitoring and addressing system issues. These individuals typically follow a rotation schedule, ensuring that someone is always available to respond to alerts. A well-defined escalation policy further enhances this framework by detailing how to reach additional team members if the primary contact is unavailable.
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