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Centralized team in a decentralized world: Engineering tools at Netflix

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Netflix is famous for its culture of Freedom and Responsibility, which empowers engineers to choose the best tool for the job. Engineering teams at Netflix can follow the latest industry trends and sometimes they even create them. No one single team is responsible for innovation: does this generate opportunity or waste or both? The Engineering Tools team helps to direct other teams’ experimentation toward new products while preserving their own ability to innovate.

This talk will explore the challenges of building and operating a centralized service team in the decentralized microservice world of Netflix. This includes building tools customers love, standing up an effective customer service model, productizing innovations, enabling self-service tooling, and providing consulting services to engineering teams. Mike will share tips on how to effectively establish a “tools team” in your organization.

Published in: Technology

Centralized team in a decentralized world: Engineering tools at Netflix

  1. 1. A centralized team in a decentralized world: Engineering tools at Netflix Mike McGarr @SonOfGarr
  2. 2. increase the # of delighted customers while decreasing support waste
  3. 3. increase rate of innovation while decreasing the impact of change
  4. 4. Customers
  5. 5. our customers are engineers
  6. 6. microservices
  7. 7. highly aligned, loosely coupled
  8. 8. subcultures
  9. 9. free market
  10. 10. we build products
  11. 11. the Paved Road
  12. 12. the Paved Road
  13. 13. the Paved Road
  14. 14. one paved road does not fit all
  15. 15. wide spectrum of needs
  16. 16. be your own customer
  17. 17. Support
  18. 18. you build it, you support it
  19. 19. sometimes tools break
  20. 20. optimize communication channels for customers
  21. 21. chat
  22. 22. email
  23. 23. more than five minutes
  24. 24. walk-bys
  25. 25. interruptions
  26. 26. maker's schedule
  27. 27. first responder
  28. 28. ad hoc
  29. 29. we have avoided ticketing systems
  30. 30. make creating a ticket easy
  31. 31. minimize context switching
  32. 32. Innovation
  33. 33. tool stagnation 4 tools don't evolve 4 customers want new features 4 "it works, why change it" 4 lacks organization alignment
  34. 34. distribute innovation
  35. 35. institutionalize innovation
  36. 36. "...hiring managers should staff beyond the bandwidth needed for known tasks. 1 Daniel Jacobson, Netflix
  37. 37. hire beyond your needs
  38. 38. make space for innovation
  39. 39. Change
  40. 40. 2014 migrations 4 Perforce to git 4 Java 6 to Java 7 4 Shard Jenkins 4 Evacuate the data center
  41. 41. so we're done...right?
  42. 42. 2015 migrations 4 Ant to Gradle 4 CentOS/Precise to Trusty 4 Asgard to Spinnaker 4 Tomcat 6 to 7 (or is it 8, or 9?) 4 Java 7 to Java 8
  43. 43. change is the only constant
  44. 44. change campaigns
  45. 45. targeted communication
  46. 46. beyond email 4 hipchat banners 4 posters 4 blesk notifications 4 http://go/migrations
  47. 47. evolve your message
  48. 48. "Wanted: beta testers"
  49. 49. "production ready"
  50. 50. "a cure for what ails ye"
  51. 51. "deprecation warning: the end is nigh!"
  52. 52. "you are the last to go"
  53. 53. "let's help you finish"
  54. 54. measure change
  55. 55. automate change
  56. 56. make continuous change easy
  57. 57. understand your customers develop a customer support model make space for innovation make continuous change easy
  58. 58. we're hiring Senior Gradle Engineer - click to apply Senior Full Stack Engineer - click to apply email me - mmcgarr@netflix.com
  59. 59. image attributions: http://bit.ly/1KrwACQ github repo: https://github.com/jmcgarr/centralized-teams- talk

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