Agree with a lot of comments here. For us, Pagerduty sends a page off at 9am signifying the handoff (Congratulations, you're on call!). These days most of the focus is to reduce the number of alerts either by tuning them, or finding out of the monitor can be removed altogether. For my org, oncall has a lot of "polling" associated activities, as opposed to focused project work. As a manager I pretty much write off their productivity on their projects for the week. We've debated having a NOC person, but each on call person with their various specialties ends up fixing different issues in their way since the duty is spotlightted for them.
Also the general rule at my org is that if the issue occurs during your shift, you get to fix it, or delegate it if it's not documented or beyond your ken. In any case it's on call's responsibility to shepherd to resolution. For issues there will be typically a ticket created which on call gets to assign. If need be I'll assign the ticket myself. The accountability problem of folks giving previous weekend work to the new guy is what really needs to be addressed. It needs to be made clear that behavior is not ok (via manager degree, peer pressure, etc). Moving the day of on call just moves the issue but doesn't fix it. Best, -- -kz _______________________________________________ Discuss mailing list [email protected] https://lists.lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
