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Ocado Technology is a provider of the technology that powers up the biggest online-only grocery business in the world - Ocado.com. Our development teams have broad responsibility for the systems they build. The presentation tells a story about our journey that brought us to the conclusion about the need for Site Reliability Engineering function. The presentation is aimed for managers, people working on organisational culture, and those who need to deal with the tension between product development roadmap and reliability of systems.