Dev and Ops need to empathize with each other (and with Design and Marketing) because they’re cooperating agents within a larger software-as-service system. More importantly, they all need to empathize, not just with each other, but also with users. Service is defined by co-creation of value. Only when a customer successfully uses a service to satisfy their own goals does its value become fully manifest. Service therefore requires an ongoing conversation between customer and provider. To succeed, that conversation requires empathy.
… cause the failure? The PaaS? An interaction between them? Or something at a layer below them both? Regardless of how many abstraction layers exist, it’s still necessary both to make things and to run them. It doesn’t matter whether or not different people, or teams, or even companies take responsibility for the quality of the making and the operating. In order for a software service to succeed, both have to happen, in a unified and coherent way.