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Can you share a little bit about how Amazon handles on-call? Do they make their dev teams be on-call for their product areas, do they have first line responder

• masterof0 4y ago
  You are oncall on your team's services. No matter how old those are. The frequency depends on your team size, and the level of tickets/incidents depend on the quality of the codebase. I have seen everything from one high sev ticket every 2,3 months to constant paging (3am, etc...)
• jkingsbery 4y ago
  What counts as "first line" depends on your situation. On my first team, we managed internal tools. Our customers were other people at Amazon, they submitted tickets to us directly. For some teams at Amazon, there is at least a filter through some sort of customer support to handle certain kinds of issues. You are still on-call, but it's not like you are interacting with customers directly. Also, since teams at Amazon tend to be small, the amount of things you are on-call for tends to be however much your team handles on its own. I know of other companies in which the oncall covers areas in other team's code bases - this is not the typical setup at Amazon. Generally, we don't have SREs. Software engineers usually understand best how their software works, so we get faster mitigations, and they are also incentivized better to not write buggy software.