How full service ownership transforms engineering culture by closing the feedback loop between building and operating software.
Understanding the psychological and organizational barriers that prevent teams from declaring incidents quickly.
The patterns that turn manageable incidents into prolonged outages and burned-out teams.
How engineering teams prevent incident backlogs from becoming operational bottlenecks through strategic triage and prioritization.
The four foundational metrics that reveal system health and guide effective monitoring strategies.
Strategies for distributing on-call burden fairly across engineering teams.
Why a system can be available without being reliable—and why that distinction matters for building services users trust.
Why runbooks handle technical procedures while playbooks coordinate incident response—and why teams need both.
The difference between what you promise and what you measure.
