5 ways to improve team health with effective on-call handoffs


A blog post I wrote for PagerDuty.

You code it, you own it” means engineers are called when the software and systems they’ve built fail in production and it’s their responsibility to get everything working again. However, managers and business stakeholders aren’t usually on-call so they don’t see or feel the pain of being paged. This can lead to work prioritization decisions that lack empathy and fail to take into account the responsibility we all have for operational resiliency. Managers push for delivery of new features and higher output over work that addresses operational pain. The engineers see problems and feel powerless to solve them. Over time this conflict results in expensive outages that hurt the team, the business, and customers.

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