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The Secret Lives of SREs - Controlling the Costs of Coordination across Remote Teams

Laura Maguire, PhD

If you ask a group of engineers how they resolved a particularly difficult outage they typically talk about the dashboards that got pulled up, the logs they looked at, the node someone restarted, or the jobs they killed on their way to restoring the service. But that doesn't do much to tell us how, given conditions of uncertainty and time pressure, practitioners flexibly apply their knowledge to novel problems.

In other words, how did an engineer know what was the 'right' thing to do in spite of ambiguous data or who was the 'right' person to help diagnose a particularly out-of-control problem?

Over the last 3 years, as part of her dissertation work, Dr. Maguire studied both established and ad hoc teams of engineers responding in real-time to service outages ranging from minor disruptions to potentially organizational-viability-crushing events. In her research, she examined 62 cases of incident response…