Operational Excellence at Zendesk

YOW! Tech Leaders Summit Melbourne 2023

Over the last 5 years Zendesk has been improving it’s security and reliability posture through many independent improvement programs, including implementing SLOs and Error Budgets. All these programs have now come together into a cohesive Operational Excellence framework. I will describe what this framework is, how all of engineering teams contributes to the framework , how it helps our leadership group course correct and most importantly how it impacts the reliability and security of our product for our customers.