This echoes the philosophy of Google Site Reliability Engineering, which (this is key) is an engineering discipline. The job of DevOps is not to close tickets.

This echoes the philosophy of Google Site Reliability Engineering, which (this is key) is an engineering discipline. The job of DevOps is not to close tickets. That'd be like driving a car by shouting directions at someone lying on the floorboards holding a wrench to the steering pinion. The job of DevOps is to build a steering wheel (and ideally, teach SWEs how to drive... at least enough that they understand what a "road" is and why it's a pleasant experience for everyone if you stay on it. If the road doesn't go where they need to be, then it's time to file a ticket, but that ticket had better be "Build a new road," not "Offroad this one car to the cabin in the woods and call it a job well done"). The raw hardware of an enterprise deployment is so flexible it solves nobody's problem. DevOps is in the business of writing the operating system for a mega-computer physically represented by hundreds to possibly millions of heterogeneous computers. It's a process of continuous growth to make that work.