Managing uptime is critical for customers and it can be a powerful customer activity that connects engineers to the value that customers receive from your product, however it can also be a heavy source of burnout for engineers. Brian Scanlan with Intercom has created a volunteer management infrastructure that increases the efficiencies of on-call engineers while also reducing the inherent disruptive nature to the job. Today on the show, the panel interviews Brian about his process and architecture to this on-call management infrastructure.

In this episode…1. The on-call burden 2. Alarm management 3. Escalation paths 4. Incentives for the volunteer teams 5. Deployment processes 6. Improving standards and expectations 7. Human centric vs. machine centric

Sponsors* Top End Devs * Raygun | Click here to get started on your free 14-day trial * Coaching | Top End Devs

Links* Intercom's On-Call Strategy to Avoid Engineer Burnout [2021] * 10 technical strategies to avoid when scaling your startup (and 5 to embrace) - Inside Intercom * Infrastructure at speed: 5 lessons learned from building Intercom in Europe * Brian Scanlan * Twitter: @brian_scanlan * LinkedIn: Brian Scanlan

Picks* Brian- speedtapefilms * Jonathan- Mafia Prince: Inside America's Most Violent Crime Family and the Bloody Fall of La Cosa Nostra * Will - ThirdWeb.com