赋能Netflix工程师进行事件管理

Netflix’s mission to provide seamless entertainment to hundreds of millions of users globally demands exceptional reliability. At the heart of this reliability is how we handle incidents — those inevitable moments when something doesn’t go as expected.

Netflix的使命是为全球数亿用户提供无缝的娱乐体验，这需要卓越的可靠性。在这种可靠性的核心是我们如何处理事件 — 那些不可避免的时刻，当事情没有按预期进行时。

Teams can respond quickly and more effectively when incidents are managed consistently across a company. A robust process for following up after incidents creates opportunities for learning and improving systems. This continuous improvement cycle is essential for maintaining the highly reliable systems on which our members depend.

当事件在公司内一致管理时，团队可以更快、更有效地响应。事件后跟进的强大流程为学习和改进系统创造了机会。这一持续改进循环对于维护我们会员所依赖的高度可靠系统至关重要。

Having a shared, consistent approach to incident management became critical as Netflix grew and expanded its business. This post delves into our journey to transform incident management from a centralized function into a widespread, accessible practice and the hard-won lessons we’ve learned along the way.

随着Netflix的成长和业务扩展，拥有一种共享且一致的事件管理方法变得至关重要。本文深入探讨了我们将事件管理从一个集中职能转变为一种广泛可及的实践的旅程，以及我们在此过程中获得的艰难教训。

The Past: Countless Missed Opportunities

过去：无数错失的机会

For most of Netflix’s past, incident management was the domain of our central Site Reliability Engineering team, called CORE (Critical Operations and Reliability Engineering). CORE was focused on streaming and was the sole initiator of incidents. They used Jira and a single Slack channel for incident response. This approach worked in the early days, but we knew it wouldn’t scale as Netflix grew and diversified.

在Netflix的大部分历史中，事件管理是我们中央站点可靠性工程团队的领域，称为 CORE（关键操作和可靠性工程）。CORE专注于流媒体，是事件的唯一发起者。他们使用Jira和一个单一的Slack频道进行事件响应。这种方法在早期是有效的，但我们知道随着Netflix的增长和多样化，这种方法无法扩展。

With thousands of microservices supporting critical functions beyond streaming, we knew plenty of things were breaking that we were not capturing. We had an internal post-incident write-up template called “OOPS,” which teams could use to write a...