「CSを加速する新しい流れ」XFLAG スタジオにおけるCREとは

JustTechTalk#11 エンジニアの新しいキャリア Customer Reliability Engineer (CRE) 発表資料です。

Transcript

1. ʮCSΛՃ଎͢Δ৽͍͠ྲྀΕʯ XFLAG ελδΦʹ͓͚ΔCREͱ͸ ๛઒ ߂थ (@otoyo0122) JustTechTalk#11 גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ
2. ࣗݾ঺հ • ๛઒ ߂थ (@otoyo0122) • גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ • ུྺ ◦ WebܥελʔτΞοϓΛܦͯɺݱ৬ (2013೥2݄ʙ) ▪ ΧελϚʔαϙʔτ (CS) ෦໳ઐଐΤϯδχΞͱͯ͠5೥ ◦ CREνʔϜൃ଍ (2017೥12݄)
3. XFLAG ελδΦ • εϚϗΞϓϦ ◦ ϞϯελʔετϥΠΫ (2013೥10݄) ◦ ϞϯετελδΞϜ (2015೥4݄) ◦ ϑΝΠτϦʔά (2017೥6݄) • ಈը ◦ ϞϯετΞχϝ (2015೥10݄) ▪ ੈքྦྷܭ࠶ੜճ਺2ԯճಥഁ (2017೥6݄) ◦ ܶ৔൛ (2016೥12݄) • ళฮɾECαΠτ ◦ XFLAG STORE SHIBUYA (2017೥5݄) ◦ XFLAG STORE (2017೥6݄)
4. Ϣʔβʔମݧ
5. ࠓ·Ͱങͬͨ΋ͷ
6. ͦͷ͓ؾʹೖΓ͸ ͳͥʁ
10. ݏ͍ʹͳͬͨͷ͸ ͳͥʁ
14. ސ٬ରԠͱ৴པ
15. ࿑ྗ͕େ͖͍
17. ରԠ͕ѱ͍ ͱ ؾ෼͕ѱ͍
18. ରԠ͕ѱ͍ ͱ ৴པΛͳ͘͢
19. ରԠ͕ྑ͍ ͱ ৴པΛಘΔ
20. ৴པ͸େࣄ
21. CS=ΩʔϚϯ
22. CSͷݱ৔ͱ՝୊
23. ͳͥѱ͍ ରԠʹͳΔ
24. 2ͭͷ໰୊
25. ᶃٕज़తͳ໰୊ʹରԠͰ͖ͳ͍
26. ᶄπʔϧ͕׬શͰ͸ͳ͍
27. ։ൃνʔϜʹ པΊ͹
28. ๩͍͔͠Β͋ͱͰͶ
29. ๩͍͔͠Β͋ͱͰͶ ѱ͘ͳ͍Α❤
30. ։ൃ CS
31. Ͳ͏͠Α͏ʁ
32. ಉ͡໨ඪͷΤϯδχΞ͕͍Δͱ͍͍ΑͶ
33. CS՝୊͸ޙճ͠ʹ͞Ε͕ͪͱ͍͏ೋॏߏ଄ͷ՝୊ CSઐ໳ͷΤϯδχΞνʔϜ͕͍Δͱ͍͍ • ٕज़తͳόοΫάϥ΢ϯυ͕͋ͬͯ • CS՝୊ʹ༏ઌతʹऔΓ૊ΊΔ
34. XFLAG ελδΦCREͷ੒Γཱͪ
35. ੲʑ͋Δͱ͜ΖʹCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ
36. ͔ͦ͠͠ͷଘࡏ͸Ṗʹแ·Ε͍ͯͨ
37. ΍͕ͯय़ʹͳΓ ɹ৽ଔ͕ೖ͖ͬͯͨ
38. ৽ଔ͸ݴͬͨ ʮΤϯδχΞͳͷʹCS഑ଐ͔ͱࢥͬͨʯ
39. CS՝୊ʹऔΓ૊Ήਓͨͪ ໊લ͸ҧ͑ͲͲͷձࣾʹ΋͍Δ
40. ଘࡏ͕஌ΒΕͯͳ͍ ඞཁͳͷ͸Θ͔ͬͯΔ Ͱ΋ඞཁੑ͕ೝ஌͞Εͯͳ͍ ՝୊Λर͏೔ʑ ͜ͷઌͲ͏ͳΔΜͩΖ͏ ໨ࢦ͢΂͖΋ͷ͕ཉ͍͠ ೰Μͩ
41. http://developer.hatenastaff.com/entry/2017/08/09/173607 ೰ΜͰͨΒΠϕϯτͰग़ձͬͨਓ͕CRE?ʹͳͬͨ
42. CREͱ͸ʁ Customer Reliability Engineer (ސ٬৴པੑΤϯδχΞ) Google ͕ఏএͨ͠໾ׂͷ1ͭ ސ٬ͷ༷࣋ͭʑͳ՝୊ΛΤϯδχΞϦϯάͰղܾ͢Δ αʔϏεɾϒϥϯυʹର͢Δސ٬ͷ৴པͷ࠷େԽ͕໨త
43. CRE͸୳͠ٻΊ͍ͯͨ౴͑ͩͬͨ
44. 2017೥12݄ɺCREνʔϜઃཱ
45. ᶃCSπʔϧ౳αϙʔτ؀ڥͷ։ൃɾอक ɹαʔϏεͱಉ͡ίʔυϕʔεͰՔಇ͢Δ಺੡ͷWeb؅ཧը໘
46. ᶄ໰͍߹Θͤͷٕज़తௐࠪ ɹܰඍͳ΋ͷ͸ύονΛॻ͍ͯPR΋
47. ᶅෆਖ਼ͳϓϨΠϩάௐࠪ΍CSͷۀ຿ޮ཰վળ
48. Ҏલ͔ΒCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ ՝୊ղܾͷઌΛߟ͑ͨΒɺ৴པ޲্͕͋ͬͨ CREνʔϜΛઃཱ͠৴པ޲্ʹऔΓ૊ΜͰ͍Δ
49. CREʹΑΔ՝୊ղܾྫ
50. ͲΜͳ՝୊͕ ͔͋ͬͨ
51. ͓໰͍߹Θ͕ͤଟ͍
52. ͓໰͍߹Θͤͷ൒਺͕ ϓϨΠσʔλ෮چґཔ
53. ػछมߋ΍୺຤ނোͰ ݩͷϓϨΠσʔλ͕ ༡΂ͳ͘ͳͬͯ͠·ͬͨ
54. ରԠϑϩʔ͕ෳࡶ
55. ώϡʔϚϯΤϥʔ΋
56. > 2 days
57. Ͳ͏͠Α͏ʁ
58. ࣗಈԽ
59. Ұׅσʔλ෮چγεςϜͷ࢓૊Έ "1*ܦ༝Ͱ
    ϝʔϧऔಘ $3.
    ;FOEFTL σʔλ෮چґཔ ৼΓ෼͚ खಈ /( 0, ׬ྃ௨஌
    ࣗಈ ࣗಈݕূ ελοϑʹΑΔ
    ҰཡνΣοΫ ࣗಈݕূ
    
    ࣗಈσʔλ෮چ ಺੡γεςϜ "1*ܦ༝Ͱ
    ϝʔϧߋ৽
60. 1 month 2 people
61. ݁Ռ
62. < 24 hours
63. ख࡞ۀ͔Βͷղ์
64. ਖ਼֬͞
65. ਓͷ໾ʹཱͯΔ
66. ՝୊͸·ͩ·ͩ͋Δ
67. γεςϜΛ1͔Β࡞Δͷ͸ָ͍͠ʂ
68. ·ͱΊ
69. CRE͸ٕज़Λ௨͓ͯ͠٬༷ͷ৴པΛ޲্͢Δ໾ׂ XFLAG ελδΦCRE͸CSͱڠྗͯ͠৴པ޲্ʹ औΓ૊ΜͰ͍Δ CREʹΑΔ՝୊ղܾྫΛ঺հͨ͠
70. ίϛϡχςΟ׆ಈͱએ఻
71. ࠓճ঺հͨ͠ҰׅγεςϜΛؚΊ ੒Ռ෺ΛOSSͱͯ͠ެ։͍͖ͯ͠·͢
72. • ʲCRE΢ΟʔΫ݄༵೔ʳtoC αʔϏεͷ CRE ʹ͓͚Δ SLO ͷߟ͑ํ ◦ https://career.xflag.com/report/engineer/lets-think-slo-of-toc-cre/ • ʲCRE΢ΟʔΫՐ༵೔ʳZendesk·΋Δ͘Μͱ͍͏ࣾ಺πʔϧΛΦʔϓϯιʔεԽ͠·ͨ͠ ◦ https://career.xflag.com/report/engineer/cre-zendesk-incident-protector/ • ʲCRE΢ΟʔΫਫ༵೔ʳαϒεΫϦϓγϣϯͷͪΐͬͱةݥͰσΟʔϓͳ͓࿩ ◦ https://career.xflag.com/report/engineer/cre-subscription-duration/ • ʲCRE΢ΟʔΫ໦༵೔ʳChatOpsʹΑΔղੳج൫ͷӡ༻վળͱAWSΫϩεΞΧ΢ϯτ؀ڥʹ͓͚Δ Chatbotͷ࣮૷ྫ ◦ https://career.xflag.com/report/engineer/aws-cross-account-chatops/ • ʲCRE΢ΟʔΫ༵ۚ೔ʳCRE νʔϜͰ׆͖ͨ͜Ε·Ͱͷܦݧ ◦ https://career.xflag.com/report/engineer/career-of-cre/
73. https://career.xflag.com/