We are lucky that our customers care deeply about our availability, so feature work/improving the infrastructure is the same thing most of the time.
As for fostering the culture, part of it is that we perform post-mortems on all outages and measure the customer impact. Many of our problems do not have textbook answers, so the post-mortems become a cave diving exercise to find the answer. We have to build our own answers, and sometimes, like this one, build our own workarounds.
As for fostering the culture, part of it is that we perform post-mortems on all outages and measure the customer impact. Many of our problems do not have textbook answers, so the post-mortems become a cave diving exercise to find the answer. We have to build our own answers, and sometimes, like this one, build our own workarounds.