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Created November 12, 2024 21:32
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manager-oncall-clarity.md

Manager On-Call Duties: Ensuring Clarity in Ownership

  1. Engineer Handoff Check

    • Confirm if engineers leaving rotation will continue owning escalations.
      • If not, remove assignment:
        • "Waiting for response": Leave assignment blank.
        • "Investigating": Assign the new rotation.

  2. Issues in "Waiting for response"

    • > 2 weeks: Close the issue.
    • > 1 week: Add "will close" label.
    • Follow-up on Fridays: Close if no response.

  3. Primary On-Call Support

    • Primary on-call may request help from secondary as needed.
    • Managers should encourage engineers within their AoR to take Sev 2/3 issues related to their expertise as SMEs.
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