Thanks, Mark! That’s a great question. I believe that even in roles like that you can still keep a flexible schedule, as long as there’s an escalation path if needed. You may be away from Slack, but you can be reached by phone or text if a real emergency arises.
We now have two folks on that team, so that makes things easier still. I just chatted with Mark Bainter, who heads up our systems team here at Litmus. He explained to me:
There is an assumption that all of ops is up for grabs all the time, and that’s a recipe for frustration and burnout. The solution, in my view, is to leverage the same concept as on-call rotations for this. The idea in general is to have someone whose job it is to handle the interruptions for a given period of time — half day, week, two weeks, whatever. They handle all the walk-ups, prioritize incoming requests from Slack/tickets/etc., and make sure the work is queued up. Easy stuff they knock out, other stuff goes on the board for people to pick up as they work.
I’m not sure we have a perfect system (yet!) but we do also try to empower our developers to get the resources they need on their own.