Managing uptime is critical for customers and it can be a powerful customer activity that connects engineers to the value that customers receive from your product, however it can also be a heavy source of burnout for engineers.  Brian Scanlan with Intercom has created a volunteer management infrastructure that increases the efficiencies of on-call engineers while also reducing the inherent disruptive nature to the job.  Today on the show, the panel interviews Brian about his process and architecture to this on-call management infrastructure.

In this episode…

1. The on-call burden
2. Alarm management 
3. Escalation paths
4. Incentives for the volunteer teams
5. Deployment processes
6. Improving standards and expectations
7. Human centric vs. machine centric

Sponsors

• Top End Devs
• Raygun | Click here to get started on your free 14-day trial
• Coaching | Top End Devs

Links

• Intercom's On-Call Strategy to Avoid Engineer Burnout [2021] 
• 10 technical strategies to avoid when scaling your startup (and 5 to embrace) - Inside Intercom 
• Infrastructure at speed: 5 lessons learned from building Intercom in Europe
• Brian Scanlan
• Twitter: @brian_scanlan
• LinkedIn: Brian Scanlan

Picks

• Brian- speedtapefilms
• Jonathan- Mafia Prince: Inside America's Most Violent Crime Family and the Bloody Fall of La Cosa Nostra
• Will - ThirdWeb.com

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