Create Training Module for Upgrade Assistance
Need
Currently, GitLab Support Engineers must support Live Upgrade Assistance requests. These are allocated on an ad hoc basis by the Support Manager on-call (or another manager).
Currently, the only official prerequisite is the Self-managed Basics Module. This is not really sufficient to prepare an Engineer to successfully handle Upgrade Assistance preparation and calls.
Approach
-
Identify a DRI and a supporting DRI to be the creators & maintainers of a new UA Module -
Create a new UA Module with appropriate content and quiz -
For existing engineers: work with your manager to decide if/when to complete the module -
For onboarding engineers: Add the module as a follow-up to the Self-managed Basics Module.
Benefit
Engineers will be better prepared to handle UAs, and more confident.
Competition / Alternatives
- No change (do not create a new module).
- Ad hoc (shadowing UAs before you are assigned one).
Related
- MR to emphasize async aspects of UA and remove "live" terminology gitlab-com/www-gitlab-com!101236 (closed)
Edited by Rebecca Spainhower