How to be a Support Ops On-call
Describes the role and responsibilities for the Support Operations rotation in Support Engineering
Introduction
The Support Readiness team mantains an on-call rotation for those members focused on Support Operations. This rotation ensures that the support team is always able to deliver support.
Expectations for Support Ops On-call
As part of GitLab Support on-call, Support Readiness members focused on Operations serve in a rotation. The Support Ops on-call is responsible generally for:
- Address operational emergencies that affect GitLab’s ability to deliver support.
- Work with Support Managers to develop and communicate interim plans to provide continuity in serivce delivery while root cause analysis is in progress.
- Identify and address root causes
Manually triggering a PagerDuty notification
You can manually trigger a PagerDuty notification through PagerDuty itself.
Login to gitlab.pagerduty.com and select + New Incident from the upper right corner. Then fill out the form as follows:
- Impacted Service: Customer Support
- Assign to: Support Readiness
- Title: Add a description here
No other fields need to be filled out, therefore you may then click Create Incident
Last modified September 12, 2023: Adds Ops on-call rotation (
02deaf19)
