Troubleshooting

Every engineering team in Infobip owns at least one service or tool.

It's your team's responsibility to keep that service work as expected for our clients and users, usually all the time (24/7).

Unexpected things happen such as power outages, network issues, bugs and similar. For that reason, every Infobip team has their own troubleshooters - persons who will fix the issue once it is detected or reported. Troubleshooters will also usually provide support and answer questions requested by other teams, so as a troubleshooter you help other team members work without interruptions.

Most teams have a single person as a troubleshooter, but a team might decide to have more troubleshooters depending on how much work and questions they have. As a new Infobip team member, you will quickly have the opportunity to become a troubleshooter. That way, you can learn a lot about services and procedures during your duty.

What about non-working hours? Should troubleshooters be available at all times? It depends :) We have two types of work outside of normal business hours - readiness and interventions.

Readiness for critical services

A limited number of teams, such as network engineers, database administrators and some developers that hold critical services have "readiness" work. As a team member, you sign a contract addendum where you are responsible for being on call a certain number of days in a month. It means a team member needs to be available to answer a call within 10 minutes and start working on an issue in a maximum of half an hour. You're compensated for your time even if no calls arrive.

(Paid) interventions

The act of troubleshooting an issue that is affecting service delivery, outside of working hours. If you have signed a readiness addendum and actually get a call and start working, that is a paid intervention. Engineers that don't have signed readiness can still be called to intervene and they are paid for the work. Troubleshooters in this case are not obligated to be available at all times. If a troubleshooter is not available, other team members will be called.

It's important to note that interventions shouldn't be a standard for a team - read more about our paid intervention policy. In fact, Infobip teams often work on stability and technical debts, which are included in the roadmap. In the majority of teams, interventions happen rarely. Maintenance and upgrades of a system that are announced in advance are also logged under interventions and troubleshooters are for those working hours.