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DOD-OH - The Humane Treatment of Engineers

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Presentation at DevOps Days Ohio - How we can treat our On-Call Engineers humanely and reduce the Burnout. Valuing people makes better systems

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DOD-OH - The Humane Treatment of Engineers

  1. 1. Aaron Aldrich @CrayZeigh @CageData THE HUMANE TREATMENT OF ON-CALL ENGINEERS STOP BURNOUT WHILE FIREFIGHTING
  2. 2. HI! AARON ALDRICH ▸ @CrayZeigh ▸ aaldrich@cagedata.com ▸ Cage Data, Inc. ▸ @CageData ▸ Husband, Father, Musician, Board Gamer
  3. 3. Aaron Aldrich @CrayZeigh
 @CageData THE BURNOUT PROBLEM
  4. 4. Aaron Aldrich @CrayZeigh
 @CageData
  5. 5. Aaron Aldrich @CrayZeigh
 @CageData
  6. 6. Aaron Aldrich @CrayZeigh
 @CageData ON CALL ONE PIECE OF THE PUZZLE
  7. 7. Aaron Aldrich @CrayZeigh
 @CageData Humans can’t work all the time. We need food and sleep and free time.
  8. 8. Aaron Aldrich @CrayZeigh
 @CageData
  9. 9. Aaron Aldrich @CrayZeigh
 @CageData On-Call: an Emergency Response Team for your technology assets
  10. 10. Aaron Aldrich @CrayZeigh
 @CageData
  11. 11. Aaron Aldrich @CrayZeigh
 @CageData MAKING ON CALL MEANINGFUL ACTIONABLE ALERTS
  12. 12. Aaron Aldrich @CrayZeigh
 @CageData Being on call should mean something more than just being woken up in the middle of the night.
  13. 13. Aaron Aldrich @CrayZeigh
 @CageData
  14. 14. Aaron Aldrich @CrayZeigh
 @CageData ACTIONABLE ALERTS Does it Matter? Can it wait? Can the alerted respond?
  15. 15. Aaron Aldrich @CrayZeigh
 @CageData Does it Matter?
  16. 16. Aaron Aldrich @CrayZeigh
 @CageData
  17. 17. Aaron Aldrich @CrayZeigh
 @CageData If there’s nothing to do, log it for later
  18. 18. Aaron Aldrich @CrayZeigh
 @CageData Can it wait?
  19. 19. Aaron Aldrich - @CrayZeigh IT SOUNDS PLAUSIBLE ENOUGH TONIGHT, BUT WAIT UNTIL TOMORROW. WAIT FOR THE COMMON SENSE OF THE MORNING. HG Wells, The Time Machine
  20. 20. Aaron Aldrich @CrayZeigh
 @CageData
  21. 21. Aaron Aldrich @CrayZeigh
 @CageData Can the alerted respond?
  22. 22. Aaron Aldrich @CrayZeigh
 @CageData The person receiving an alert should be equipped to deal with it
  23. 23. Aaron Aldrich @CrayZeigh
 @CageData
  24. 24. Aaron Aldrich @CrayZeigh
 @CageData BUILDING A SUPPORT STRUCTURE SHIFTING DEPARTMENTS
  25. 25. Aaron Aldrich @CrayZeigh
 @CageData
  26. 26. Aaron Aldrich @CrayZeigh
 @CageData
  27. 27. Aaron Aldrich @CrayZeigh
 @CageData
  28. 28. Aaron Aldrich @CrayZeigh
 @CageData Runbooks are the bread and butter of the late-night work process.
  29. 29. Aaron Aldrich @CrayZeigh
 @CageData Runbooks tell us What and How
  30. 30. Aaron Aldrich @CrayZeigh
 @CageData
  31. 31. Aaron Aldrich @CrayZeigh
 @CageData Good Runbooks make automation possible
  32. 32. Aaron Aldrich @CrayZeigh
 @CageData Calling for Backup is OK
  33. 33. Aaron Aldrich @CrayZeigh
 @CageData CHANGING THE WAY WE TALK ABOUT ON CALL SHIFTING CULTURE
  34. 34. Aaron Aldrich @CrayZeigh
 @CageData /r/notinteresting
  35. 35. Aaron Aldrich @CrayZeigh
 @CageData Good stories contain struggle
  36. 36. Aaron Aldrich @CrayZeigh
 @CageData
  37. 37. Aaron Aldrich @CrayZeigh
 @CageData
  38. 38. Aaron Aldrich - @CrayZeigh SOFTWARE DEVELOPMENT, IT TURNS OUT, IS A TEAM SPORT… AND WHAT’S WORSE, ENCOURAGING THE HERO MENTALITY LEADS TO CORROSIVE DYSFUNCTION IN SOFTWARE TEAMS. Rob Mee, Pivotal Labs
  39. 39. Aaron Aldrich @CrayZeigh
 @CageData COMPENSATION FOR EXTRA UNPLANNED WORK We need to compensate our engineers for completing 
 Extra-work
  40. 40. Aaron Aldrich @CrayZeigh
 @CageData Blameless Postmortems
  41. 41. Aaron Aldrich @CrayZeigh
 @CageData WHAT IS A BLAMELESS POSTMORTEM? ▸ Team members are accountable but not responsible ▸ Complete Transparency ▸ Deeper look at circumstances ▸ What happened and how to improve it (specific details) ▸ Real conditions of failure in complex systems @jasonhand http://www.slideshare.net/jhand2/its-not-your-fault-blameless-post-mortems
  42. 42. Aaron Aldrich @CrayZeigh
 @CageData WHAT’S IN A NAME? LEARNING REVIEW
  43. 43. Aaron Aldrich @CrayZeigh
 @CageData LET ME SUM UP. …THERE IS TOO MUCH
  44. 44. PEOPLE CHANGE ONLY THEMSELVES TAKE THE FIRST STEP
  45. 45. Aaron Aldrich @CrayZeigh
 @CageData
  46. 46. Aaron Aldrich @CrayZeigh
 @CageData
  47. 47. MAKE ON-CALL GREAT AGAIN NOT SUCK AARON ALDRICH @CrayZeigh
 aaldrich@cagedata.com Cage Data, Inc.
 @CageData http://devops.cagedata.com ?

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