As a relatively new engineering manager, I oversee a team handling a moderate volume of on-call issues (typically 4-5 per week). In addition to managing production incidents, our on-call responsibilities extend to monitoring application and infrastructure alerts.
The challenge I’m currently facing is ensuring that our on-call engineers don't have sufficient time to focus on system improvements, particularly enhancing operational experience (Opex). Often, the on-call engineers are pulled into working on production features or long-term fixes from previous issues, leaving little bandwidth for proactive system improvements.
I am looking for a framework that will allow me to:
Clearly define on-call priorities, balancing immediate production needs with Opex improvements.
Manage long-term fixes related to past on-call issues without overwhelming current on-call engineers.
Create a structured approach that ensures ongoing focus on improving operational experience over time.
The challenge I’m currently facing is ensuring that our on-call engineers don't have sufficient time to focus on system improvements, particularly enhancing operational experience (Opex). Often, the on-call engineers are pulled into working on production features or long-term fixes from previous issues, leaving little bandwidth for proactive system improvements.
I am looking for a framework that will allow me to:
Clearly define on-call priorities, balancing immediate production needs with Opex improvements. Manage long-term fixes related to past on-call issues without overwhelming current on-call engineers. Create a structured approach that ensures ongoing focus on improving operational experience over time.