test #13
Description
🔔 PRs Copilot Support Rotation – Additional Details
This post is a follow-up to the main discussion post outlining upcoming changes to the FR and oncall rotations across our department. The purpose of this update is to provide specific details and clarify how the new weekly support rotation will work for the PRs Copilot team, now that our team’s FR and oncall responsibilities are being decoupled from the other teams.
🤖 PRs Copilot Team: Weekly Support Rotation
🔄 Rotation Setup
- 🗓️ Weekly Support Rotation: Establish a weekly rotation for the PRs Copilot team, covering both First Responder (FR) and Oncall responsibilities.
- 👤👥 Primary & Secondary Assignment: Each week, one engineer is assigned as primary and another as secondary.
- 🔑 Primary Engineer: Responsible for all FR duties (monitoring PRs, triaging issues, partner support, Slack channel coverage, status updates) and receives all pagers/alerts.
- 🛟 Secondary Engineer: Focuses on regular engineering work but is on standby for oncall support.
- 📟 Pager Escalation: If the primary engineer does not acknowledge a pager within the specified time, it is automatically escalated to the secondary engineer.
- 🤝 Collaboration: Primary engineer can proactively request help from the secondary engineer for challenging incidents or high workload.
- ⚡ L3 Escalation: Satish, Justin, Ryan, and Maude will be on L3 escalation.
🛠️ Products Covered in Rotation
- 📝 CCR (Copilot Code Review)
- 📄 PR Summaries
- 💬 PR Diff Chat
🚨 First Responder Responsibilities
🗂️ Issue Management
- Triage new issues from the First Responder dashboard by assessing impact and priority.
- Investigate root causes, resolve, and deploy fixes for high-priority or critical items.
- Route or assign other issues to owners or add to backlog as appropriate.
🛠️ Incident Repair & Short-Term Resolution
- Create incident repair items and resolve short-term fixes for pagers encountered during the weekly rotation.
🔍 PR Triage & Review
- Monitor incoming PRs from partner teams; assign or review based on priority.
💬 Slack Monitoring
- Actively monitor team channels during working hours.
- Be the first point of contact for questions or blockers from partner teams.
Key Slack channels:
#copilot-code-review#copilot-code-review-feedback#ccr-clients#copilot-prs-ops(for CCR Agent service deployment)
📢 Status Updates
- Share status updates in the team channel as part of async stand-up rhythm.
☎️ Oncall Responsibilities
- 🚨 Incident Response: Respond to alerts and production issues impacting the team’s service.
- 🆘 Mitigation & Escalation: Resolve or escalate issues as needed; ensure follow-up actions are logged.
- 📊 Monitoring Health Checks: Keep dashboards and alerting configurations up to date.
- 📝 Postmortem Support: Contribute to root cause analysis and documentation for major incidents.
- 📅 Availability: Be reachable during oncall shifts as per rotation schedule.
🚀 Upleveling Engineer Skills for Support Rotation
To ensure every team member feels confident and empowered in the PRs Copilot weekly support rotation, we are committed to continuous learning and skill development. Here’s how we’ll support upskilling as a team:
- 🧑💻 Shadowing & Pairing: New engineers or those less familiar with support/oncall work can pair with experienced team members during their first rotation(s) or shadow as a secondary before taking on primary responsibilities.
- 📚 Knowledge Base: We’ll maintain and expand our internal docs, runbooks, and incident playbooks covering common support tasks, troubleshooting guides, and escalation procedures.
- 🔎 Training Sessions: Regular walkthroughs or Q&A sessions on key systems (e.g., CCR, PR Summaries, PR Diff Chat), alerting dashboards, and incident response protocols.
- 💡 Internal Demos: Share learnings from recent incidents, support wins, or new tools/processes in team meetings or Slack threads.
- 🙋 Ask for Help: Encourage a culture where it’s always OK to ask questions, request context, or flag blockers—especially during your first few rotations.
If you have suggestions for topics, resources, or would like to lead a session, please let the team know! Our shared goal is to make everyone successful in the new rotation.
🙏 Thank You & Looking Ahead
Thank you all for your flexibility and collaboration as we roll out this new rotation model. Change can be challenging, but I’m confident in our ability to adapt and thrive as a team. Please reach out with feedback, questions, or concerns at any time.
We’ll navigate this together, support one another, and continue to deliver great results as a team! 🚀🤝