Module 1
Dev Ops Customer Personas
job aid
DevOps Engineer
I am also known as a:
Platform Engineer, Operations
Engineer, Build Engineer, Site
Reliability Engineer, Release Manager,
Site Availability Engineer.
Who I am:
As a DevOps Engineer, I work with
developers and the IT Operations
staff to oversee the code releases. I
am skilled in infrastructure design,
virtualization, and infrastructure
automation tools. I am also
knowledgeable about systems design,
container orchestration, Git + Git
workflows, and SecOps trends and
updates.
What I do:
• Implement integration of systems as requested by customers.
• Deploy applications that meet the goals of stability and security, and provide
updates and fixes where needed.
• Develop software to integrate with internal back-end systems and scripts to
automate visualization.
• Perform root cause analysis for production errors.
• Optimize and tune applications, tools, services, and hardware.
• Design procedures for systems troubleshooting and maintenance.
Some of my challenges are:
• Keeping systems secure and free of data breaches and insider threats, performing
data disaster recovery when a breach happens, maintaining the safety of data
users, and fixing database malfunctions.
• Understanding the systems, log files, code, use case, and troubleshooting so I can
debug as needed.
• Identifying issues and ensuring that there is a process in place to solve them.
• Creating runbooks to automate responses to incidents and apply critical updates
to production environments without impacting users.
• Responding to and recovering from various outages in underlying IaaS services.
• Managing multiple tools to protect multiple clouds/ workloads/services, and the
ability to move data between them.
I measure my success by:
• Improving the lifecycle of services from inception and design, through
deployment, operation, and refinement.
• Supporting services before they go live through activities such as system design
consulting, developing software platforms and frameworks, capacity planning,
and launch reviews.
• Maintaining services once they are live by measuring and monitoring availability,
latency, and overall system health.
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Dev Ops Customer Personas job aid
Software Developer
I am also known as a:
Software Engineer, Application
Developer, Digital Solutions
Developer, Mobile Developer.
Who I am:
As a Software Developer, I spend
most of the time focused on
completing planned development
tasks with about 30-40% of my
time in meetings, planning for
the next sprint, fixing bugs, or
completing customer requests
as they arise. I am involved in all
software development steps including
conceiving, specifying, designing,
programming, documenting,
testing, and bug fixing. I understand
coding languages and sometimes
work alongside graphic artists,
data scientists, and other software
experts to create applications. I can
also code new microservices and
cloud-native applications, but I not
involved in infrastructure or resources
provisioning.
What I do:
• Ensure the completion of sprints, or other Agile tracking milestones.
• Implement requirements from product and design teams.
• Oversee software development life cycle, user interface design, and back-end
architecture.
• Perform tests or get input from testers before software is released.
• Streamline the software delivery process across the organization by providing
pipeline definitions and Continuous Integration (CI) templates for other teams use.
Some of my challenges are:
• Keeping data secure and backed up, recovering and restoring data when needed,
working with insecure APIs and malfunctioning databases.
• Completing code reviews and resolving issues in a reasonable timeframe.
• Balancing load between the servers and adding additional servers when needed.
• Maintaining performance standards to avoid issues like poorly written code,
unmanaged growth of data, traffic spikes, default configuration, and troublesome
third-party services.
I measure my success by:
• Adhering to specified requirements and initial budget estimations.
• Following agile process metrics like delivery timelines, cycle time, and team
velocity.
• Using production analytics to measure mean time between failures (MTBF), mean
time to recover/repair (MTTR), and application crash rate.
• Using security metrics to measure endpoint incidents and MTTR.
• Ensuring business success metrics drive software improvements.
• Developing or updating multiple applications.
• Shortening the time to develop and launch new applications.
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Dev Ops Customer Personas job aid
Storage Engineer
I am also known as a:
Cloud Infrastructure Architect,
Database Administrator, Infrastructure
Engineer.
Who I am:
As a Storage Engineer, I maintain
and scale infrastructure and
configurations. My priority is to
automate as much as possible and,
when needed, to build and help
deploy servers. I possess a deep
technical expertise and can act as a
bridge across the company’s IT units
and business operations. I am also
knowledgeable about cloud platforms
and services, cloud-native design, and
container technologies.
What I do:
• Communicate and collaborate with technical and business audiences and align
technological strategy to business objectives.
• Plan, build, and deliver infrastructure.
• Design, implement, manage network architectures.
• Design and develop CI/CD pipelines.
• Create policies and oversee governance for the cloud.
Some of my challenges are:
• Just like the DevOps Engineer and the Software Developer, keeping data secure
and backed up is a challenge. Insecure APIs, insider threats, and human error are
all challenges.
• Working with a large volume of work requests through a variety of channels, often
on a reactive basis.
• Inconsistency in teams following processes and implementing preventive
recommendations.
• Working with archaic infrastructure which makes it difficult to ensure everyone
has what they require to manage the pipeline.
• Creating backup and disaster recovery policies, ensuring regular backups, and
providing disaster recovery services during outages and incidents.
I measure my success by:
• The Total Cost of Ownership (TCO) as a % of revenue, revenue margins, and cost
of services.
• The percentage of time that cloud services are running normally.
• The number of new or updated applications.
• The Recovery Point Objective (RPO) and the Recovery Time Objective (RTO).