Customer Signal Triage: From Noise to Roadmap
Support tickets, NPS comments, sales notes and analytics all carry signal. The triage system that turns the volume into prioritisable input.
Read the piece ↗ Running production
without burning the team
SLOs, on-call rotation, incident response, error budgets and the operational rituals that decide whether a launched product stays trustworthy. For operators, on-call leads and engineering managers.
Product Operations
Customer Signal Triage: From Noise to Roadmap
Support tickets, NPS comments, sales notes and analytics all carry signal. The triage system that turns the volume into prioritisable input.
Product Operations
Incident Postmortems That Produce Actual Learning
Most postmortems end as filed documents. The few that produce real change share a structure: blameless framing, contributing factors, and tracked follow-ups.
Product Operations
SLO Design for Products That Do Not Page Engineers
An SLO either protects sleep or burns it. The difference is in how the objective is defined, the window length, and the budget burn-rate alerts that fire.
Product Operations
On-Call Rotations That Do Not Burn Engineers
An on-call rotation that pages every shift loses engineers. Six structural choices that produce rotations engineers will stay on for years.