Effective On-Call Support at RicardoFree
About this course
We all strive for 99.999% uptime, but what happens when the 0.001% occurs, on a Friday night where no-one is around? Jérémy Callès, Head of Operations at Ricardo – where downtime directly affects revenue – talks about what they learned re-engineering their on-call processes to reduce costs and frustrations while increasing uptime.
On-call support at Ricardo had for many years been expensive and a source of frustration for all involved, requiring 4 system-experts to be available at all times to maintain uptime.
Over the past year Ricardo has re-engineered its systems and processes so that guaranteed uptime now requires mostly a single engineer, from any part of the company, with clear escalation procedures as needed, thereby reducing costs and frustration for key engineers as well as providing a better guarantee of uptime.
In this two-hour seminar, Jérémy Callès, will describe how they re-engineered their systems and on-call process then open up the discussion for Q&A. Followed by beers!
Managers, engineers and technical staff involved in Operations and Support
Wednesday 29th January, 2020 from 3pm to 5pm
Tamedia building, Werdstrasse 21, Zürich, room Bellevue*
* it’s a tricky room to find… leave early and ask for directions if you’re unsure
CHF 75 ( to cover Jérémy’s travel expenses from France )
Register for this Course
Our course begins with the first step for generating great user experiences: understanding what people do, think, say, and feel. In this module, you’ll learn how to keep an open mind while learning.