The deep and dark seas of Production problems

Ahoy sailors!

Behind the scenes of the always-on, always-available services we deliver, there’s a pulse-pounding reality that every tech professional knows: the production outage. It’s in these moments, where seconds stretch into eternities, that I've found some of my most profound professional growth.

My introduction to production outages was less a gentle nudge and more a plunge into icy waters. I remember the first time I saw that sea of red alerts, like a digital tempest unleashed. There was a rush to respond, a flurry of activity. In that storm, I learned my first lesson: the importance of staying afloat with composure. As the tempest raged, I found that the anchor of calmness wasn't just necessary; it was contagious.

But a captain is only as good as their crew. During outages, the bridge can become a pressure cooker. Here, amidst the klaxons and alarms, I learned the art of communication. Not the everyday exchanges, but the kind that cuts through noise with clarity and purpose. There was that one time when a single, well-timed update averted the impending panic of stakeholders. It was a reminder that sometimes, the right words at the right time can be as crucial as the right solution.

Team spirit, I found, was forged in these fires. Once, as the clock mocked us with its unrelenting tick, a solution came from the most unexpected source—a new intern, whose fresh eyes saw what hours of experienced scrutiny did not. It was a humbling and powerful reminder that every voice matters, especially when the usual paths lead nowhere.

And then, there were the plans: the countless drills and documented procedures. These papers, so orderly in their binders, often crumpled under the chaos of real crises. Yet, each simulated scenario, each table-top exercise, had been a stroke in the muscle memory of problem-solving. They didn’t always hold, but they gave us a place to start, a way to not just brace against the current but to navigate through it.

Choices had to be made, some with the heavy weight of consequence. What do we restore first? What can wait? In the heat of the moment, these decisions loomed large, each one a lesson in prioritization and impact. I learned to make those calls with a blend of data, instinct, and, admittedly, the courage borrowed from those around me.

Professionalism in the midst of mayhem was perhaps the hardest skill to master. I recall the strain in voices, the tension in postures, the moments when frustration threatened to boil over. Yet, it was in these crucibles that I learned the true meaning of leadership—it wasn’t about being unflappable, but about being the one who could still offer a reassuring nod, a moment of levity, or a listening ear.

Outages, in all their unpredictability, became my unexpected mentors. They taught me about technology, yes, but more so about humanity—about calm, communication, collaboration, contingency, choice, and composure. As I share these reflections, I see each outage not as a disruption, but as a rite of passage, an opportunity to emerge stronger, wiser, and more connected to the team with whom I weather the storm.

#sre #devops