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From YouTube: Support Engineering: AMER Response Crew: January 2021 Next step issues and meeting review
Description
The abrupt cut at the end was a bad joke so you missed nothing beyond a send off :P BE WELL and thanks for engaging!
Slides: https://docs.google.com/presentation/d/1nXcCT1SUfmsSSAm6lYznG_caN0P3739hZhMFexjGbvI/edit#slide=id.gb04bf98d9d_1_438
A
A
So
if
you're
watching
this
on
youtube
and
you're
like
what's
response
crew,
here's
some
links
or
if
you're
wondering
maybe
from
apac
apec
in
amer
apac
region,
has
not
adopted
support
crew.
Yet
so,
if
you're
wondering
and
want
to
read
more
here's,
some
of
the
materials
we
already
have,
but
basically
what
happened
is
we
ran
a
trial
and
I
made
a
slide
deck
that
analyzed.
That
result.
We
also
had
a
meeting
to
talk
about
those
results
and
what
we
need
to
do
from
there
right.
What
do
we
need
to
change
about
crew?
A
What
do
we
need
to
understand?
So
if
you
want
to
look
at
that
doc,
there's
a
link
and
if
you
want
to
look
at
the
watch,
the
video
of
our
conversation
there's
also
a
link
for
that
there.
These
this
presentation
will
be
linked
below.
So
you
can
check
that
out.
So
one
of
the
things
that
came
up
in
the
conversation
which
I
really
appreciated,
the
engineers
talked
about
burnout
and
talked
about
when
they
felt
burnt
out,
and
that
is
a
serious
word,
and
I
think
that
I
wanted
to
make
sure.
A
I
took
a
minute
to
talk
about
that.
So,
if
you're
an
engineer
watching
this
or
you're
a
manager
watching
this
burnout
is
serious.
So
we
should
take
a
second
to
talk
about
that
and
understand
that.
So
I
want
to
make
sure
that
engineers
know
that
I
was
listening
and
I
heard
that
and
I
think
in
the
context
engineers
were
using
it
as
these
were
moments
and
times
where
I
felt
exhausted
right
and
and
that
it
wasn't
full-fledged
complete
burnout.
A
A
A
A
We
also
think
that
america's
east
can
help
america's
west
by
having
a
handoff
internally
to
pay
attention
to
what
is
the
state
of
the
queue
as
we
prepare
to
hand
off
to
america's
west,
who
then
hands
off
to
aipac
right,
and
we
think
it
starts
at
america's
east
to
start
there
to
set
up
america's
west
for
the
handoff.
So
that
was
something
that
came
out
as
well.
Also,
there
was
this
idea
that,
with
high
priority
tickets,
can
we
swarm
them?
A
Can
we
do
something
where
people
come
together,
ideate
and
maybe
get
to
a
state
where
we
can
de-prioritize
those
tickets,
so
take
them
from
a
four
hour
sla
into
something
where
we've
gotten
a
workaround,
and
we
can
move
that
down
into
a
less
pressure
sla,
a
lower
pressure,
sla
and
that's
exciting.
That
was
an
interesting
idea
where
it
makes
sense.
We
normally
just
think
about
treating
the
ticket
at
that
priority
and
resolving
it.
A
But
if
we
can
de-prioritize
that
will
also
help
and
the
most
advanced
thing
that
came
out
but
is
interesting
and
something
that
the
people
in
the
room
thought
could
be
very
helpful.
Is
if
tickets
were
auto
assigned
to
crew
members,
then
we
start
to
have
an
ability
to
have
a
clear
queue
where
everybody
has
their
work,
that
they
are
assigned,
that
they
start
with,
and
obviously
you
can
partner
pair
trade
collaborate
whatever
you
need
to
do
to
solve
that.
But
then
it
starts
the
conversation
with
okay.
Here's
the
stack
that
I'm
responsible
for
now.
A
Let
me
make
sure
I
handle
those
or
let
me
make
sure
I
find
someone
who
might
be
better
suited
right.
So
that's
something
there
was
a
couple
of
ways
that
we
talked
about
that,
but
this
feels
way
more
advanced
than
something
like
updating
our
handbook
to
clarify
frt
and
nrt
and
adjusting
crews
where
this
is
now
building
some
sort
of
auto
assignment
process
that
takes
into
account
state
and
things
like
that.
So
interesting
and
interested
in
doing
it.
A
But
moving
that
lower
end
priority,
seeing
if
we
can
get
some
lower
hanging
fruit
first
and
the
last
thing
that
I
wanted
to
put
on
this
takeaways
was:
we
talked
about
collaboration
a
bit,
and
you
heard
me
talk
earlier
about
crew
compensation,
crew
composition
and
collaboration.
How
that
works.
One
of
the
things
I
heard
and
noticed
was
people
would
join
the
room,
the
zoom
room
to
collaborate
and
they
might
get
left
hanging.
A
So
the
two
guides
that
I
have
are,
if
you
want
to
join,
give
a
shout
out:
hey
I'm
going
to
join
the
room
in
an
hour,
I'd
love
to
have
you
there
and
then
join
in
an
hour
and
also
give
people
a
reminder.
I
think
that
that
would
work
really
well
based
on
what
people
were
telling
me
right.
That's
not
just
my
idea,
that's
what
I
heard
from
people
who
had
success
and
then
also,
if
you
have
a
specific
ticket,
say:
hey
I'm
working
on
this
ticket.
A
A
So
hopefully
that
helps
avoid
some
of
that
misconnection
and-
and
that's
where
we're
at
so
just
to
wrap
up.
We
currently
left
the
sla
and
frt
rotations
in
pagerduty
for
america,
we're
going
to
remove
those
we're
going
to
standardize
on
the
crew
workflow
for
now,
with
the
crew
schedule
that
we've
been
using.
That
is
listed
on
the
second
slide
of
this
presentation.
A
We're
also
going
to
use
those
issues
that
we
made
to
talk
about
progress
on
those
fronts
right
and
some
of
the
issues
are
skeletons
right
now.
Others
have
already
started
moving
forward,
which
is
great,
you'll,
hear
results
of
that
in
slack
support
weekend
in
review
and
any
other
presentations
like
this
there's
a
working
group
forming
for
first
response
time
that
lyle
is
leading
and
we're
going
to
partner
really
well
with
him,
and
we
being
me
and
anybody
else,
who's
been
involved
in
these
efforts
to
better
understand
what
we
need
to
do.
A
So
I
think
a
lot
of
the
efforts
we've
already
started.
Lyle
was
involved
in
the
call.
Yesterday,
he's
already
aware,
he's
excited
he
thinks
those
will
help
we're
going
to
do
analysis
and
pay
attention
there,
and
also
I
want
to
give
a
shout
out.
Thank
you
for
everybody
who
was
involved
already.
If
you
want
to
continue
to
be
involved,
please
jump
in
at
any
level.
A
If
you'd
like
to
be
a
dri
ask,
I
want
to
be
a
dri
for
this,
I'm
currently
the
dri
acting
for
all
of
these,
but
I'm
going
to
look
for
more
dris.
I
want
help.
I
need
your
help
and
just
contributions
help
as
well.
So
if
there's
something
you're
interested
in,
please
contribute-
and
I
end
with
be
well.
Thank
you
so
much
everyone
there
for
those
contributions.
That
was
very
helpful.
A
The
last
slide
I
had
here
was
a
little
bit
of
meta
as
I
zoomed
out
and
took
some
time
to
think
about
the
meeting.
I
wanted
to
thank
everybody
and
I'm
trying
to
do
a
better
job
of
allowing
async,
updates
and
collaboration.
These
calls
these
recaps
have
I've
heard
have
been
helpful.
So
that's
why?
I'm
doing
them,
but
I
also
realized
I
made
that
agenda
and
I
should
have
made
it
sooner
because
the
longer
it
existed
with
more
prompt
in
it,
people
may
have
engaged
more
asynchronously,
which
could
have
made
our
synchronous
time
more
valuable.
A
A
We've
adopted
lean
coffee
in
some
aspects
to
do
things
like
that
and
other
meeting
formats.
I
enjoyed
that
meeting,
but
I
also
look
forward
to
more
collaboration
and
allowing
people
to
speak
more,
so
I'm
hoping
that
we
can
also
explore
that.
So
that's
something
that's
on
my
mind
and
I
realized
as
well
one
of
the
things
that
might
have
caused
some
confusion
or
or
some
question
from
the
team
that
I
need
to
apologize
for
I
said
wednesday,
and
then
it
was
on
tuesday
and
then
it
was
a
little
confusing
and
some
people
got
confused.