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<title data-rh="true">Hot take: you build it, you run it - by Amin Astaneh</title>
<meta data-rh="true" property="og:type" content="article"/><meta data-rh="true" property="og:title" content="Hot take: you build it, you run it"/><meta data-rh="true" name="twitter:title" content="Hot take: you build it, you run it"/><meta data-rh="true" name="description" content="If you build software that people depend on and are not operationally responsible for it (particularly on-call): you should be. 🛑"/><meta data-rh="true" property="og:description" content="If you build software that people depend on and are not operationally responsible for it (particularly on-call): you should be. 🛑"/><meta data-rh="true" name="twitter:description" content="If you build software that people depend on and are not operationally responsible for it (particularly on-call): you should be. 🛑"/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!69bM!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1e384d92-0afd-404e-83a8-096f3b31227c_582x500.jpeg"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!icqE!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2Fcertomodo.substack.com%2Fapi%2Fv1%2Fpost_preview%2F148047344%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2024-08-23T17:19:07.615Z"/>
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y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p><span>(cross-posted from </span><a href="https://www.linkedin.com/feed/update/urn:li:activity:7232721995732320257/">LinkedIn</a><span>)</span></p><p><strong>Hot Take: If you build it, you run it.</strong><br/><br/><span>If you build software that people depend on and are not operationally responsible for it (particularly on-call): you should be. 🛑</span><br/><br/><span>Seriously. It’s 2024. </span><a href="https://itrevolution.com/product/the-phoenix-project/">The Phoenix Project</a><span> was published over a decade ago. You know more about the system than anyone else, we shouldn’t be delegating on-call to another team. 🙅</span><br/><br/><span>Why do I feel so strongly about this? Time for a story. 📖</span><br/></p><div><hr/></div><p><br/><span>Earlier in my career, I worked in a cloud ops team that was catching fire due to all the alerts we received. </span><br/><br/><span>It was so bad, we:</span></p><ul><li><p>were getting critical alerts from Pagerduty once every 10 minutes. Yes, ALL of them were emergencies.</p></li><li><p>handed off the pager every two hours during the business day because anything longer than that would be unbearable. Our on-call schedule looked like a candy cane.</p><p></p></li></ul><p>How did we get into this situation? The classic ‘wall of confusion’: the Dev/Ops team split. They wrote the code, we did everything else. Therefore, we were shielding them from the consequences of their changes to the codebase. </p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!u8eK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png" data-component-name="Image2ToDOM" class="image-link image2 can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!u8eK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 424w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 848w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1272w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png" width="300" height="214" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:214,&quot;width&quot;:300,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:null,&quot;alt&quot;:&quot;My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog&quot;,&quot;title&quot;:null,&quot;type&quot;:null,&quot;href&quot;:null,&quot;belowTheFold&quot;:false,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt="My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog" title="My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog" srcset="https://substackcdn.com/image/fetch/$s_!u8eK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 424w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 848w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1272w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1456w" sizes="100vw" class="sizing-normal"/></picture><div></div></div></a></figure></div><p><br/><br/><span>One time, I was completely stuck troubleshooting a customer-facing incident as the on-call, and I couldn’t get a hold of a single engineer for help. I was resorting to scouring chat messages and emails and wiki pages for phone numbers to call. I had to call the VP of engineering to get someone to help me. Imagine having to do that.</span><br/><br/><span>To be clear, the engineers weren’t being malicious. (Many of them today are my dear friends!) They were under high pressure from the business to deliver new features. Many of them didn’t even know what was going on. The feedback loop was completely broken.</span><br/><br/><span>The thing that really angered me about the whole situation was that culturally, the business got the idea that it was our job to constantly firefight. I remember overhearing someone at an all-hands saying, “Why are they complaining? That’s the job they signed up for”. It took EVERYTHING in me to not verbally rip him a new one.</span><br/><br/><span>Eventually, after a lot of campaigning, I managed to get buy-in and budget from the C-level to roll out a DevOps and SRE program, starting with introducing engineers to being on-call. They began to receive escalations from our team, fixing that feedback loop, and things started to change for the better.</span><br/><br/><span>The fact is, when you’re on-call, you’re automatically incentivized to improve the state of production. Nobody wants to be woken up in the middle of the night, I get it- but nobody else can recover a production system more effectively than the engineers who build it.</span><br/><br/><span>Repeat after me: If you build it, you run it.</span></p><div><hr/></div><p><br/><span>Introducing software engineers to on-call isn’t as simple as adding them to the rotation; you need organizational buy-in, enablement, and a process that protects morale and work-life balance. ✅</span><br/><br/><span>If you need to do this in your organization, </span><a href="https://cal.com/certomodo/30min">let’s schedule an intro!</a><span> 🗓️ </span><br/><br/><span>As you can see, I’m pretty passionate about it. 😅</span><br/></p></div></div><div class="visibility-check"></div></div><div class="post-footer"><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG border-top-detail-themed-k9TZAY 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9.99915 5.83569C10.299 5.28516 10.6951 4.84204 11.1875 4.50635C11.6843 4.16618 12.2707 3.99609 12.9465 3.99609C13.4836 3.99609 13.9894 4.09904 14.4639 4.30493C14.9428 4.50635 15.3613 4.79728 15.7194 5.17773C16.0774 5.55819 16.3572 6.01025 16.5586 6.53394C16.7645 7.05762 16.8674 7.63725 16.8674 8.27283C16.8674 9.23067 16.6145 10.1818 16.1088 11.1262C15.603 12.0662 14.8891 12.9815 13.967 13.8722C13.0495 14.7584 11.9708 15.6044 10.731 16.41C10.6056 16.4906 10.4758 16.5622 10.3416 16.6249C10.2118 16.692 10.0976 16.7256 9.99915 16.7256Z"></path></g></svg></div>Liked by Amin Astaneh</button></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"></div><div class="pencraft pc-display-flex pc-reset comment-menu-trigger-container triggerContainer-eX588u"><button tabindex="0" type="button" aria-label="Ellipsis" id="radix-P0-83" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft trigger-j08Uop iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_quaternary-kpMibu"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-ellipsis"><circle cx="12" cy="12" r="1"></circle><circle cx="19" cy="12" r="1"></circle><circle cx="5" cy="12" r="1"></circle></svg></button></div></div><div class="comment-body expanded"><p><span>> I remember overhearing someone at an all-hands saying, “Why are they complaining? That’s the job they signed up for”. </span></p><p><span>This misconception that DevOps/CloudOps/SRE etc teams are solely reactive is such a driver of poor reliability culture. Imagine if product teams thought about customer complaints that way - &quot;If the users don't like the product, that's customer support's problem&quot;. Reliability is a huge part of customer experience and if everyone at your org isn't bought into it, YNGMI. </span></p></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-8 pc-justifyContent-flex-start pc-alignItems-center pc-reset comment-actions withShareButton-hQzuEn"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a class="pencraft pc-reset link-_X6et2 link-LIBpto"><div class="pencraft pc-display-flex pc-gap-6 pc-alignItems-center pc-reset"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="var(--color-fg-secondary-themed)" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA 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width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>(cross-posted from <a href=\\\"https://www.linkedin.com/feed/update/urn:li:activity:7232721995732320257/\\\">LinkedIn</a>)</p><p><strong>Hot Take: If you build it, you run it.</strong><br><br>If you build software that people depend on and are not operationally responsible for it (particularly on-call): you should be. \uD83D\uDED1<br><br>Seriously. It\u2019s 2024. <a href=\\\"https://itrevolution.com/product/the-phoenix-project/\\\">The Phoenix Project</a> was published over a decade ago. You know more about the system than anyone else, we shouldn\u2019t be delegating on-call to another team. \uD83D\uDE45<br><br>Why do I feel so strongly about this? Time for a story. \uD83D\uDCD6<br></p><div><hr></div><p><br>Earlier in my career, I worked in a cloud ops team that was catching fire due to all the alerts we received. <br><br>It was so bad, we:</p><ul><li><p>were getting critical alerts from Pagerduty once every 10 minutes. Yes, ALL of them were emergencies.</p></li><li><p>handed off the pager every two hours during the business day because anything longer than that would be unbearable. Our on-call schedule looked like a candy cane.</p><p></p></li></ul><p>How did we get into this situation? The classic \u2018wall of confusion\u2019: the Dev/Ops team split. They wrote the code, we did everything else. Therefore, we were shielding them from the consequences of their changes to the codebase. </p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!u8eK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!u8eK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 424w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 848w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1272w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png\\\" width=\\\"300\\\" height=\\\"214\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:214,&quot;width&quot;:300,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:null,&quot;alt&quot;:&quot;My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog&quot;,&quot;title&quot;:null,&quot;type&quot;:null,&quot;href&quot;:null,&quot;belowTheFold&quot;:false,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog\\\" title=\\\"My Experiences with DevOps while Working in Bing Ads - Dare Obasanjo's weblog\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!u8eK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 424w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 848w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1272w, https://substackcdn.com/image/fetch/$s_!u8eK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F629897f5-16df-48b8-bd66-2255a7ac74b8_300x214.png 1456w\\\" sizes=\\\"100vw\\\"></picture><div></div></div></a></figure></div><p><br><br>One time, I was completely stuck troubleshooting a customer-facing incident as the on-call, and I couldn\u2019t get a hold of a single engineer for help. I was resorting to scouring chat messages and emails and wiki pages for phone numbers to call. I had to call the VP of engineering to get someone to help me. Imagine having to do that.<br><br>To be clear, the engineers weren\u2019t being malicious. (Many of them today are my dear friends!) They were under high pressure from the business to deliver new features. Many of them didn\u2019t even know what was going on. The feedback loop was completely broken.<br><br>The thing that really angered me about the whole situation was that culturally, the business got the idea that it was our job to constantly firefight. I remember overhearing someone at an all-hands saying, \u201CWhy are they complaining? That\u2019s the job they signed up for\u201D. It took EVERYTHING in me to not verbally rip him a new one.<br><br>Eventually, after a lot of campaigning, I managed to get buy-in and budget from the C-level to roll out a DevOps and SRE program, starting with introducing engineers to being on-call. They began to receive escalations from our team, fixing that feedback loop, and things started to change for the better.<br><br>The fact is, when you\u2019re on-call, you\u2019re automatically incentivized to improve the state of production. Nobody wants to be woken up in the middle of the night, I get it- but nobody else can recover a production system more effectively than the engineers who build it.<br><br>Repeat after me: If you build it, you run it.</p><div><hr></div><p><br>Introducing software engineers to on-call isn\u2019t as simple as adding them to the rotation; you need organizational buy-in, enablement, and a process that protects morale and work-life balance. \u2705<br><br>If you need to do this in your organization, <a href=\\\"https://cal.com/certomodo/30min\\\">let\u2019s schedule an intro!</a> \uD83D\uDDD3\uFE0F <br><br>As you can see, I\u2019m pretty passionate about it. \uD83D\uDE05<br></p>\",\"has_dynamic_content\":false,\"truncated_body_text\":\"(cross-posted from LinkedIn)\",\"wordcount\":516,\"post_preview_limit\":null,\"language\":\"en\",\"postTags\":[],\"postCountryBlocks\":[],\"headlineTest\":null,\"coverImagePalette\":{\"Vibrant\":{\"rgb\":[232,232,29],\"population\":94},\"DarkVibrant\":{\"rgb\":[139,77,58],\"population\":58},\"LightVibrant\":{\"rgb\":[209,241,150],\"population\":121},\"Muted\":{\"rgb\":[174,163,105],\"population\":23},\"DarkMuted\":{\"rgb\":[80,98,63],\"population\":337},\"LightMuted\":{\"rgb\":[212,196,163],\"population\":886}},\"publishedBylines\":[{\"id\":25144456,\"name\":\"Amin Astaneh\",\"handle\":\"certomodo\",\"photo_url\":\"https://substack-post-media.s3.amazonaws.com/public/images/068e9c6f-0520-4398-9252-dbe9f7634fbe_500x500.png\",\"bio\":\"An established leader in DevOps/SRE.\\n\\nConsultant at https://certomodo.io.\",\"profile_set_up_at\":\"2023-04-28T16:26:14.724Z\",\"reader_installed_at\":null,\"publicationUsers\":[{\"id\":1595668,\"user_id\":25144456,\"publication_id\":1623165,\"role\":\"admin\",\"public\":true,\"is_primary\":true,\"publication\":{\"id\":1623165,\"name\":\"Certo Modo\",\"subdomain\":\"certomodo\",\"custom_domain\":null,\"custom_domain_optional\":false,\"hero_text\":\"A newsletter about DevOps/SRE best practices by Amin Astaneh from Certo Modo.\\n\\nCross-posted from https://certomodo.io/blog.html\",\"logo_url\":\"https://substack-post-media.s3.amazonaws.com/public/images/9122af4c-b8af-446c-a542-134865764d22_1200x1200.png\",\"author_id\":25144456,\"primary_user_id\":25144456,\"theme_var_background_pop\":\"#2EE240\",\"created_at\":\"2023-04-28T16:32:25.895Z\",\"email_from_name\":null,\"copyright\":\"Amin Astaneh\",\"founding_plan_name\":null,\"community_enabled\":true,\"invite_only\":false,\"payments_state\":\"disabled\",\"language\":null,\"explicit\":false,\"homepage_type\":\"newspaper\",\"is_personal_mode\":false,\"logo_url_wide\":null}}],\"is_guest\":false,\"bestseller_tier\":null,\"status\":{\"bestsellerTier\":null,\"subscriberTier\":null,\"leaderboard\":null,\"vip\":false,\"badge\":null,\"subscriber\":null}}],\"reaction\":null,\"reaction_count\":2,\"comment_count\":2,\"child_comment_count\":1,\"audio_items\":[{\"post_id\":148047344,\"voice_id\":\"en-US-JennyNeural\",\"audio_url\":\"https://substack-video.s3.amazonaws.com/video_upload/post/148047344/tts/aa3ba191-0d93-4265-95d6-7017984fc2de/en-US-JennyNeural.mp3\",\"type\":\"tts\",\"status\":\"completed\"}],\"is_geoblocked\":false,\"hasCashtag\":false},\"comments\":[{\"id\":68382563,\"body\":\"> I remember overhearing someone at an all-hands saying, \u201CWhy are they complaining? That\u2019s the job they signed up for\u201D. \\n\\nThis misconception that DevOps/CloudOps/SRE etc teams are solely reactive is such a driver of poor reliability culture. Imagine if product teams thought about customer complaints that way - \\\"If the users don't like the product, that's customer support's problem\\\". Reliability is a huge part of customer experience and if everyone at your org isn't bought into it, YNGMI. \",\"body_json\":{\"type\":\"doc\",\"attrs\":{\"schemaVersion\":\"v1\"},\"content\":[{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"> I remember overhearing someone at an all-hands saying, \u201CWhy are they complaining? That\u2019s the job they signed up for\u201D.\"}]},{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"This misconception that DevOps/CloudOps/SRE etc teams are solely reactive is such a driver of poor reliability culture. Imagine if product teams thought about customer complaints that way - \\\"If the users don't like the product, that's customer support's problem\\\". 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