Twilio, a developer focused communications API company uses HipChat, JIRA Software and Confluence to manage their business of 500+ people and hundreds of companies using their API's around the world. Join Dominique DeGuzman, Software Engineer and Atlassian Administrator in a talk showing how they use Add-ons to help run their business, including employee on-boarding, off-boarding, travel, and facility requests. You'll also learn how Twilio is integrating with Atlassian to handle task routing in JIRA Service Desk, and SMS for missed HipChat notifications, including escalation and approvals.

1. DOM DEGUZMAN • INFRASTRUCTURE ENGINEER • TWILIO • @ITSHELLA_DOM
HOW TWILIO AUTOMATED THE JIRA ADMIN

2. SCALING
TWILIO’S GROWTH SPURT
SECURITY & SELF SERVICE
WISH LIST
Roadmap
WHO IS DOM?

3. WHOSE
THIS?

4. TWILIO
2012
3 Engineering Teams
One Office
176 Employees

5. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
2015 Twilio
500 Employees
8 Offices around the world
25 Engineering departments

6. The
Nightmare

7. Inventory
Operations

8. Carrier
Operations

9. iRequest

10. Bare BonesTICKETWittified Add-Ons
Project Creator

11. ONE IS THE
LONELIEST
NUMBER

12. Engineering
Managers
The TeamsOne Admin
Smart Growth of Admins
XX X

13. DOCUMENT
EVERYTHING

14. Google DriveSomeone’s email
Finding information at a Startup…
Random Tool Someone’s Head

16. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

18. “Auditing Purposes”

19. EngineeringBusiness Side
Two Customers
People
Operations
Legal
Sales
Travel
Marketing
Finance
Business Operations

20. NOTIFYTICKETEMAIL
HR Requests
Reassign and
complete

21. NOTIFYTICKETEMAIL
Employee Life Cycle
Reassign and
complete

22. Problems
Solved
More secure way of
handling off boarding
Customized JIRA project that only allowed for
specific individuals to access the project
** For extremely sensitive information, I
recommend a separate JIRA instance for HR
Ability to generate reports
Agile board gave an
overview status of process

23. TICKETEMAIL
Travel @ Twilio
Board

24. Optimizing for
Engineers

25. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

26. TerminalBob Swift CLI
JIRA for the Engineer

27. Self Service

28. Draw The Owl

31. Wish List

32. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

33. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

34. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace

35. Thank you!
DOM DEGUZMAN • INFRASTRUCTURE ENGINEER • TWILIO • @ITSHELLA_DOM