# **Current State** Both the Customer Emergency On-Call (CEOC) rotation and the Communication Manager On-Call (CMOC) responsibilities in AMER are currently covered by a relatively small pool of Support Engineers. Associate Support Engineers are not currently included in the CMOC rotation, even though they have a defined competency path and access to CMOC training and shadowing resources in the Support Career Framework and CMOC workflows. # **The Challenge** Because a small group of Support Engineers are handling most CEOC shifts, individual rotation frequency is high at about one rotation every six weeks. This increases workload and stress, elevates the risk of burnout, and reduces the capacity those engineers have for core ticket work, coaching, and project contributions. Over time, this makes it harder to sustain productivity, high-quality response in AMER. # **The Opportunity** By including Associate Support Engineers who have been at GitLab for more than six months and have completed the required CMOC training and shadowing in the CMOC rotation, we can broaden the pool of incident coordinators and redistribute on-call responsibilities. This reduces rotation frequency for current Support Engineers, lowers burnout risk, and helps protect the quality and consistency of our emergency response. It also creates a structured, mentored path for Associates to gain incident-coordination experience aligned with the Support Career Framework, preparing them for future CEOC and broader on-call responsibilities. With the addition of team members on the CMOC rotation we can release resources from this rotation to incorporate into the CEOC rotation, increasing rotation cycle and reducing fatigue caused by the frequency of rotations by an additional few weeks with no addition to headcount # **Proposal** To address the current on-call load and reduce burnout risk, we propose adding Associate Support Engineers with more than six months at GitLab to the CMOC rotation, once they have completed the CMOC training module and a defined shadowing period. Expanding the CMOC pool will free experienced Support Engineers from CMOC duties, and make them available for CEOC. This will  enable us to reduce the frequency of their CEOC rotations while maintaining or improving the quality of incident communications. This proposal creates a forward-looking talent pipeline by formalizing the progression from Associate Support Engineer, through the Communication Manager On-Call (CMOC) role, and ultimately into the Customer Emergency On-Call (CEOC) rotation. By integrating Associates into CMOC, we immediately broaden our pool of incident coordinators, simultaneously freeing experienced Support Engineers to join the CEOC rotation, which will reduce their current high frequency and risk of burnout. Looking ahead, this structured and mentored path ensures a continuous flow of fully prepared engineers. # **DRI** \ @gerardo @rfarber will act as the DRI for this issue. # **Required Resources** **\ The following resources will be required to implement this change:** * Updated CMOC rotation schedule that explicitly includes eligible Associate Support Engineers. * Updated CMOC training materials and clear entry criteria for Associates (e.g., minimum tenure and completed modules/shadowing). * Mentorship and guidance from experienced CMOC engineers for Associate Support Engineers during their initial rotations. * Time allocation for Associate Support Engineers to complete necessary training on CMOC workflows and incident management. * Updates to the [Associate Support Engineer Career Matrix Page](https://handbook.gitlab.com/handbook/engineering/careers/matrix/support/associate/)  and related handbook content to reflect CMOC participation expectations. # **Potential Roadblocks / Things to Consider** * **Training load:** Ensuring Associate Support Engineers receive adequate and timely training for CMOC responsibilities without negatively impacting their core onboarding and queue commitments. * **Initial oversight:** Providing closer oversight during Associates’ initial CMOC rotations so that incident communications remain consistent and high quality. * **CMOC workflow knowledge**: Confirming that Associates are familiar with the CMOC workflow and Incident Management processes as detailed in the handbook before being added to the active rotation. # **Desired Outcome** **What does success look like?** Success is achieved when Associate Support Engineers with more than six months of tenure are fully trained and integrated into the CMOC rotation, resulting in: * A measurable reduction in the average CEOC rotation frequency per Support Engineer currently in the rotation. * Stable or improved incident-communication quality and cadence during customer-impacting events. * A repeatable, documented path for Associates to grow their incident-management skills in line with the Support Career Framework. **How do we measure success?** * Reduction in the average frequency of CEOC rotations per Support Engineer (tracked over a defined period before and after the change). * Reduction in the average frequency of CMOC shifts per existing CMOC participant. * Successful completion of CMOC duties by Associate Support Engineers (e.g., adherence to CMOC workflows, timely status-page updates, incident stakeholder notifications). * Qualitative feedback from CEOC/CMOC participants and Support Managers on perceived burnout and sustainability of the rotation. # **Where would future feedback go?** Future feedback can be added directly into this issue. # **Related Issues/MRs/Epics/Tickets** * [Associate Support Engineer](https://handbook.gitlab.com/job-description-library/engineering/support-engineer/#associate-support-engineer) * [Support Career Framework: Associate Support Engineer](https://handbook.gitlab.com/handbook/engineering/careers/matrix/support/associate/#associate-support-engineer) * [How to Perform CMOC Duties](https://handbook.gitlab.com/handbook/support/workflows/cmoc_workflows/) * [How to Perform Customer Emergencies Duties](https://handbook.gitlab.com/handbook/support/workflows/customer_emergencies_workflows)