Challenge Case: Oppressive On-Call

System failures are demanding emergency after-hours attention from on-call personnel far more often than we expected.

The technical team has a rotating on-call duty. Lately, we’re seeing more and more after- hours emergencies pulling our on-call technicians in to work.

Sometimes, we’ve even seen overlapping emergencies for the same technician.

The situations that come up really need deep understanding of our technical stack, so our on-call technicians are the same people who have regular projects to deal with. When they’re pulled in to after-hours emergencies, they make up that time by taking off from their project work.

Our projects are getting slowed down, and our technicians are getting more and more frustrated by how often they’re being pulled away from their families to deal with after-hours emergencies.

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