A Debugging Command Line Interface for On-Call Assistance; The Impact of On-Call Roles in the Workplaces of Big Tech

In this portfolio, I present two distinct projects that showcase my range of skills and interests: a technical project produced under my internship at Amazon Web Services (AWS) and a sociotechnical paper regarding on-call work in the technology sector.
The technical project focused on creating a Command Line Interface (CLI) to streamline the process of policy checking and ticket resolution for on-call engineers within the AWS Identity and Access Management (IAM) team. As an intern at AWS, I had the opportunity to work on the team that is responsible for authenticating and authorizing user requests within the AWS platform. The sheer volume of requests AWS receives every day makes the task of ensuring secure access to digital resources a challenging one. My project aimed to alleviate some of the workload for on-call engineers by reducing the time it takes to resolve tickets.
The CLI I developed was designed to quickly identify issues causing permission failures. By reducing the time for ticket resolution, it would help mitigate the impact of these issues on AWS services and systems that rely on them. The report covers the design, development, and testing phases, as well as the onboarding process required to integrate it into the team's existing infrastructure. It also discusses the challenges and considerations involved in building a reliable and secure tool for use in a production environment. The impact of the project on the team is also explored along with the potential for future work in this area.
The STS paper, on the other hand, is an exploration of the often-overlooked world of on-call work in the tech industry. It begins by highlighting the vital role that technology and tech services play in our daily lives, and the growth of better technology has conditioned us to become increasingly impatient. The paper then delves into the effects of on-call work in the tech industry through literature review and multiple employee interviews. It seeks to better understand the complex web of relationships and interactions that exist in this system and to shed light on the challenges and consequences of on-call work for employees.
The paper emphasizes how the pressing need for speed and efficiency often comes at a cost to those who sustain it. On-call shifts can take a toll on employees and impact their lives both in and out of the workplace. The unpredictability of the job keeps workers alert and leashes their minds to work issues even from the comfort of their homes. The paper aims to offer insights into how companies can better support their employees in this demanding mode of work.
Both the technical project and the STS paper addressed the issue of on-call, albeit in different contexts. In the technical project, the focus was on developing a debugging CLI tool that streamlined the menial on-call tasks for engineers. This tool was designed to ultimately reduce the amount of time it takes to resolve tickets and alleviate some of the workload for on-call engineers. On the other hand, the STS paper explored the impact of on-call work on the social well-being of software engineers, highlighting the need for more support and resources to mitigate the negative effects of this type of work.
While the technical project and the STS paper addressed different aspects of on-call work, they both underscored the importance of addressing this issue in the technology industry. On-call work has become a ubiquitous part of software engineering, as more and more companies rely on digital resources and services to operate. However, the demands of on-call work can take a toll on engineers, leading to burnout and turnover. The technical project's aim was to alleviate some of the workload and stress associated with on-call work by developing a tool that streamlined the debugging process, while the STS paper highlighted the need for more support and resources to address the broader issue of on-call work.
Moreover, the technical project and the STS paper both demonstrate the potential of technology to address complex problems in the technology industry. The technical project developed a tool that leveraged cloud computing and automation to streamline the debugging process, while the STS paper used survey data and qualitative research to explore the experiences of software engineers with on-call work. By harnessing the power of technology and applying rigorous research methods, both projects offer insights and solutions that can help improve the lives of software engineers and the quality of technology products and services.
In summary, the technical project and the STS paper addressed different aspects of on-call work but both underscored the importance of addressing this issue in the technology industry. They also demonstrated the potential of technology to address complex problems and offer solutions that can help improve the lives of software engineers and the quality of technology products and services. Together, these projects offer a comprehensive view of the challenges and opportunities associated with on-call work in the technology industry, highlighting the need for more support and resources to address this issue.