How our production team runs the weekly on-call handover

GitLab manages on-call incidents for its distributed team by assigning production engineers to weekly on-call shifts, ensuring availability for critical alerts and infrastructure issues across multiple time zones. The on-call system is designed to follow the sun, minimizing disruptions during night hours, and engineers are encouraged to take time off after shifts that require out-of-hours responses. To prevent issues from being overlooked between shifts, a weekly 30-minute on-call handover meeting is held to review incidents from the past week, assess the need for further attention, and transition tasks to the next shift. This process is automated using a program called the on-call robot assistant, which compiles data from sources like PagerDuty, Grafana, and GitLab's own tools to generate comprehensive reports. These reports are publicly accessible, allowing for transparency and collaboration, and the on-call handover includes input from other group leads to address high-priority items for specific services.

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