Tier 2 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 meant to engage Subject Matter Experts from the Core DevOps domains. When critical issues affect our services, Tier 2 engineers are the specialists who handle domain-specific problems that go beyond what our first-line responders can resolve. Tier 2 on-call integrates with other on-call rotations including IMOC (Incident Manager on Call) and EOC (Engineer On Call), which all follow similar handoff continuity, and communication and culture guidelines. However, you should not be in multiple rotations if you are participating in Tier 2 on-call.

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. 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.

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 the schedule to ensure adequate coverage, as well as joining and leaving rotations.

Tracking and Improvement

We track performance metrics to measure success and understand what we’re aiming for, and Rotation Leaders perform proactive reviews. 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!

Expense Mobile Phone Services

Yes, being on-call for Tier 2 is considered vital to position, refer to the expenses page for more details.

Related Pages

• Your First Shift — Get started as a new on-call engineer
• Coverage and Scheduling — View your on-call schedule
• Rotation Leaders - Understand the role of management

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