Here’s how to flip the narrative and build a more resilient and empathetic process.
A couple of years ago, I took over a role overseeing a critical part of our infrastructure. It was a complex undertaking, and if left unmanaged and uncontrolled, would have had a huge blast radius in terms of major outages and business disruptions. These sorts of projects require well-equipped engineers, with knowledge of the systems and the dependencies, as well as a solid group of engineers who are on-call during off-hours for emergencies.
In my case, I was met with a well-intentioned group that was unprepared for the unpredictability of on-call duties.