Talk Title: On-call shouldn’t be a chore
(Co-Speaker : Brian Scanlan)
Synopsis: Oncall shouldn’t be a chore. It needs to be something that elevates careers and helps your team focus on what matters to your customers. This talk will detail how Intercom made their oncall ambitiously sustainable and a proud part of their engineering culture. Topics covered will include how the problems were initially identified, what they did to build a volunteer-led out-of-hours oncall rota, what did and didn’t work, and the crucial part played by Incident Commanders in this setup.
Speaker Bio: Hannah is a Senior Technical Program Manager based within the R&D Operations team at Intercom. She is responsible for Operational Excellence within our R&D organisation, including our Availability programs. Under this program she manages our emergency response process, supporting our out of hours responders and incident commanders.