DevOps Tier2 On Call

Welcome to the DevOps Tier 2 On-Call program! This documentation will guide you through everything you need to know about being on-call for our platform.

What is Tier 2 On-Call?

Tier 2 on-call is the second level of incident response here at GitLab. When critical issues affect our services, Tier 2 engineers -available internally only are the specialists who handle domain-specific problems that go beyond what our first-line responders can resolve.

Getting Started

New to the program? Start here by learning what Tier 2 on-call means and how it fits into our incident response structure. We’ll guide you through everything you need to prepare for your first on-call rotation.

Program Management

Understanding how the rotation works is essential. Learn how team members are added, removed, and tracked in the system. We distribute shifts fairly across the team, and you can easily view your schedule. We also have clear processes for managing PTO, overrides, and public holidays to ensure adequate coverage.

During Your Shift

When you’re actually on-call, you’ll need to know what to do when you’re paged and how escalation works. Our on-call platform, Incident.io, has specific technical setup requirements and usage guidelines. You’ll rely on runbooks and playbooks for documented procedures, and you’ll need to understand how to properly hand off to the next engineer to maintain continuity.

Tools and Documentation

You’ll need access to specific tools to be effective on-call. Our monitoring and dashboards are essential for investigating issues when they arise. We provide comprehensive onboarding and learning resources to get you up to speed quickly.

Integration and Coordination

Tier 2 on-call integrates with other on-call rotations including IMOC and other programs. We emphasize communication and culture as well as joining and leaving rotations.

Tracking and Improvement

We track performance metrics to measure success and understand what we’re aiming for. We actively seek feedback and suggestions for improvements, and we welcome you to share your experience with the program.

Questions? Ask your rotation leader. We’re here to help you succeed!

Related Pages

• Your First Shift — Get started as a new on-call engineer
• Coverage and Scheduling — View your on-call schedule
• Tools and Access — Set up required tools and access

View page source - Edit this page - please contribute.