Responsibilities for the primary on-call engineer:
Monitor the#benefits-vro-alerts channel for alerts triggered through datadog. For any incidents which impact partner team applications, please follow the issue triage procedure below.
Monitor #benefits-vro-support for potential incidents
Monitor Secrel
Monitor Dependabot
Issue Triage Procedure
Upon receiving a notification, promptly evaluate the severity of the incident and perform triage accordingly.
Collect pertinent information related to the triggered alert(s), with a focus on communicating the impact and, if possible, identifying the root cause. Notify all relevant parties, including LHDI or partner teams, about the observed behavior, and create a corresponding ticket for the issue.
If the issue is considered straightforward to fix, proceed to address it. Notify the team and bring a user story into the current sprint to represent the work.
For issues deemed complex and requiring more discussion, create a ticket and collaborate with the PM to prioritize it effectively.
Maintain transparent and frequent communication with the team and partners through the support channel, especially if the issues hinder their ability to deploy or use applications appropriately.
Document the findings and issues created in a wiki page under the homepage under the heading "Partner Teams" subheading "Partner Team Incident Reports"
Remain accessible to the primary for assistance as required, and concentrate on addressing smaller tickets or collaborating on larger ones during the Sprint.
Responsibilities for the primary on-call engineer:
#benefits-vro-alertschannel for alerts triggered through datadog. For any incidents which impact partner team applications, please follow the issue triage procedure below.#benefits-vro-supportfor potential incidentsIssue Triage Procedure
Upon receiving a notification, promptly evaluate the severity of the incident and perform triage accordingly. Collect pertinent information related to the triggered alert(s), with a focus on communicating the impact and, if possible, identifying the root cause. Notify all relevant parties, including LHDI or partner teams, about the observed behavior, and create a corresponding ticket for the issue. If the issue is considered straightforward to fix, proceed to address it. Notify the team and bring a user story into the current sprint to represent the work. For issues deemed complex and requiring more discussion, create a ticket and collaborate with the PM to prioritize it effectively. Maintain transparent and frequent communication with the team and partners through the support channel, especially if the issues hinder their ability to deploy or use applications appropriately. Document the findings and issues created in a wiki page under the homepage under the heading "Partner Teams" subheading "Partner Team Incident Reports"
See also: wiki page for Incident Response.
Secondary responsibilities
Remain accessible to the primary for assistance as required, and concentrate on addressing smaller tickets or collaborating on larger ones during the Sprint.