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doc: Document Gitaly oncall pilot in handbook

Andras Horvath requested to merge ahorvath-oncall-20240604 into main

Why is this change being made?

Gitaly is starting an oncall pilot, see gitlab-org/core-platform-section&4 for background.

Updates gitlab-org/core-platform-section/discussions#178

Cost of this change

  • 5 (4 staff, 1 manager) fewer people in IMOC rotation
  • 12 fewer people in EOC rotation
  • 2 SREs fewer in the generic SRE rotation
  • less time for Product work from everyone
    • for every working day we have 17 people * 8 hours == 136 person-hours of work
    • 24h of these are oncall; while this won’t all be spent on escalations, some impact (interrupts) and mental overhead is expected
      • in addition, follow-ups last beyond shifts
      • and people need to keep up-to-date with SaaS events even when not on shift 
    • so say (136-24)/136 = 82.4% worst-case availability for product work. 
  • longer ramp-up time for new hires (TBD)
  • PTO may be affected, especially in regions with only 3 people at the moment
  • (one-off) initial training for everyone

Other prerequisites

  • training for everyone, TBD
  • new team members ramped up, especially in the APAC1 region (joining end June 2024)

Timeline of this change

Possibly FY25Q4 or FY26Q1.

Author and Reviewer Checklist

Please verify the check list and ensure to tick them off before the MR is merged.

  • Provided a concise title for this Merge Request (MR)
  • Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
    • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added, and the content is SAFE
  • Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
    • The when to get approval handbook section explains the workflow in more detail
  • For transparency, share this MR with the audience that will be impacted.
    • Team: For changes that affect your direct team, share in your group Slack channel
    • Department: If the update affects your department, share the MR in your department Slack channel
    • Division: If the update affects your division, share the MR in your division Slack channel
    • Company: If the update affects all (or the majority of) GitLab team members, post an update in #whats-happening-at-gitlab linking to this MR

Commits

  • doc: Document Gitaly oncall pilot in handbook
Edited by Andras Horvath

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