* expected duties (only answer on-call, do other work, etc)<p>Expected duty is to solve the problem but there are often escalation paths to take. If a problem is not solved within a required SLA period then the company can be forced to pay the client penalty fees.<p>* how deep does your on-call dive into code to fix, vs triaging, patching, and creating follow up work to fix permanently?<p>They go as deep as necessary, or as deep as is dictated by an operational manual pertaining to that particular client&#x2F;environment.<p>* priority order of work (on-call tickts vs regular work vs existing on-call tickets vs special queue of simple tasks)<p>On-call is always higher priority since it&#x27;s an add-on service that clients pay for.<p>* what happens when the current on-call can&#x27;t complete in time?<p>See above, penalty fees mostly.<p>* how do you manage for other teams&#x27; risk? (ie their api goes down, you can&#x27;t satisfy your customers)<p>Not sure I understand the question, if an API goes down and affects our services then that API needs to be monitored and handled by our on-call team.<p>* any other tidbits<p>I&#x27;m not in the on-call team but I stay available for specialized expertize if the 1st line can&#x27;t solve an issue.<p>I know how they work though so here&#x27;s one example. It all depends on the clients SLA but let&#x27;s say the client has 99% uptime, 24&#x2F;7 on-call duties in their contract.<p>In that case one person out of 5 rotates an on-call device (phone) every 5 weeks. In the strictest of SLA they&#x27;re required to respond within 15 minutes and sometimes have a solution within 4 hours. This varies wildly from contract to contract.<p>Of course an incident manager is available, redundantly, and is tasked with coordinating skills between departments to solve an issue within the designated SLA.<p>Alerts come into the device and the tech can respond to alerts directly via the device to acknowledge, force re-check or simply disable. There is also a more featured web interface for the alerts to access via a browser.<p>Alerts are sent with SMS through a self-hosted gateway. Directly attached to the monitoring server, not using any e-mail translation API.<p>Alerts are logged, and in some cases a ticket is created for an alert.<p>Preferably a manager should work out the on-call schedule, but techs often trade weeks and are more than capable of handling it themselves.<p>They receive an added monthly compensation including overtime. So any work must be reported in a time reporting utility to eventually lead to payed overtime depending on the contract it pertained to and the time when it happened.