Lessons learned while managing technical operations

 for a cloud based SaaS product, and which might be useful to you if you’re doing the same.

• There is no substitute to knowing your fundamentals. Whatever you’re managing - your own datacenter or a suite of apps on a public cloud - you have to know your Operating Systems, your Computer Networking, your Linux, your VMs.
• Know your tools. Find out what tools you need to monitor, maintain and debug your systems. Know how they work, keep up with updates and play with them often. It will save you time when the crisis hits.
• Know one editor and know it well - vim, emacs or other. Know all common shortcuts, complicated copying pasting routines, tips and tricks - in times of crisis, every second counts.
• Learn a little every day. Share what you learn even if you think nobody’s listening. Soon you’ll find like minded people you can share ideas with.
• Visibility to other teams of what you’re doing is very important. Graph it, present it, blog and talk about it.
• Try to fill your team with the right people. The best people in technical operations have an eye for detail who do not lose sight of the big picture. They are good split-second decision makers and are experts in prioritizing in times of crises. And of course, they know their stuff or are smart enough to figure it out if they don’t.
• Know your industry. Study what others are doing, and why.
• Keep up to date. Know what is new in your field - subscribe to the best newsletters, RSS feeds, podcasts and conferences. There is a lot of noise, so take out the time to sift to the useful parts, adopt what is good for your operations and forget the rest.
• Keep an open mind. Fads will come and go, old ideas will be repackaged and sold with a new coating every few years. Whatever be the case, keep up with trends - they always have something to teach.
• Know your organization’s business. Interface and build relationships with all teams. If you cut away the trappings of the DevOps movement, the most important point that remains is collaboration. How you achieve it depends on you.

Do that side project

Do that side project.

How many times have you told yourself

• I'll start that open source project I've been thinking of
  
• I'll write that utility which will make my job easier
  
• I'll enroll for that course on Artificial Intelligence and write that amazing recommendation system

and then did nothing?

Well, guess what. Time passes. Yes, really.

Anne Dillard said

"How we spend our days is, of course, how we spend our lives."

Think about that for a moment.

Don't waste time on thinking about when to think about planning to think about thinking about when to start thinking about doing it. Do it now.

Here are some more resources on the subject -

1. Shut up and Hack - http://www.slideshare.net/bluesmoon/shut-up-and-hack
   
2. Do it Now - http://www.stevepavlina.com/articles/do-it-now.htm
   
3. Do it Fucking now - http://seoblackhat.com/2007/01/29/do-it-fucking-now/
   
4. Chris Wanstrath's keynote - http://gist.github.com/6443

India Needs an AntiSpam Law

The Problem
I dread it whenever I have to enter my email address at an Indian ecommerce site. It's mandatory if I am buying something, and I do it reluctantly. After the product is bought, I go to the My Account link if there is one on the site and unsubscribe from all marketing notifications (because most of the times they do not bother to tell you at the time of registering or entering your email address that you have been autosubscribed to such mails).
Note that I do not mind receiving notifications from system administrators and mails related to the delivery of the product I bought. But I do not want to keep on receiving general mails about things I am not interested in.

The inevitable happens after a couple of weeks. I get emails from the site offering me discounts on new products, new deals; in short, commercial email. Unsolicited – because I did not opt in. And in some cases I opted out explicitly. In other words, Spam. Some of these mails have an Unsubscribe link at the bottom. After you have apparently 'Unsubscribed' using the said link, one of the following things happen -

1. Similar mails keep coming, with the same Unsubscribe link. Most of these links are just mailto: links as opposed to an http: link. An http: link usually means it’s a mailing list manager software, which actually works. But a mailto: link more often than not means that somebody has to manually do the removal. Which does not happen.

2. The Unsubscribe mail bounces. Either because the Unsubscribe mailbox does not exist (Surprise!) or it has exceeded its quota because people keep on Unsubscribing and nobody reads or deletes them (Surprise!)

Here are some sites that do not have a working Unsubscribe link in their emails. All my efforts to Unsubscribe from their unwanted mails have failed. Most of these are commercial sites I use regularly.

http://www.sulekha.com
http://www.pvrcinemas.com
http://www.citibank.co.in (These guys take the cake as far as repeated requests to remove my address and repeated responses that they have done so and the and sorry-sir-it-won't-happen-again routine are concerned)
http://www.siliconindia.com
http://www.indiaplaza.in
http://www.bookmyshow.com

At this point I would distinguish between two kinds of spamming -

1. The kind I describe above. You cannot mark them as spam since you might be getting legitimate mails from the same address in future (like when you buy another product and there is a confirmation) and cannot afford to miss them.


2. The 'normal' spam that you get everyday in your junk mail folder. All mail providers detect and mark them as spam automatically. These are sent by people whose only job is to spam others, usually sitting in a country whose laws are lenient enough to allow it.
To start with, ecommerce sites need to understand that giving my email address for a necessary purpose does not imply that it entitles them send any email to that address.

My email address has a privacy status similar to my telephone number.

It’s like calling up someone every week with irrelevant news just because you happen to have their phone number. (On a related note, the Indian NDNC – National Do Not Call Registry – is a step in the right direction as far as controlling whom telemarketeers in India can call is concerned).

How do other countries deal with this?

Almost all progressive countries have laws and directives dealing with this explicitly.

EU : http://en.wikipedia.org/wiki/Directive_on_Privacy_and_Electronic_Communications
Aus : http://www.dbcde.gov.au/online_safety_and_security/spam
NZ : http://www.dia.govt.nz/DIAwebsite.nsf/wpg_URL/Services-Anti-Spam-Index
US : http://en.wikipedia.org/wiki/CAN-SPAM_Act_of_2003

Here is a more comprehensive list maintained by SpamLinks.
http://spamlinks.net/legal-laws.htm#country

More…

Then there are the ISPs (Internet Service Providers).

I have a Tata Indicom broadband connection. From time to time, these guys feel I need to know about their latest antivirus offerings, or some cool deal they have for the festive season. These mails don't even have an Unsubscribe option. When I call them up and ask to be removed from receiving these mails, the customer service people are initially clueless, and on further pressing inform me that these mails are to keep me informed. Er, what? And what if I don’t want to receive them? They say they cannot remove my email.

India needs an enforceable AntiSpam law, and now.

The Indian IT Act of 2000 and its 2008 Amendment:

Disclaimer: I am not a lawyer nor do I claim to understand law well. The views below are based on a reading and an attempt to understand publicly available documents.

The only section in the Indian IT Act – the only law in the country that deals with cyber offences – that I could find dealing with unwanted email is Section 66(A).

        any electronic mail or electronic mail message for the purpose of causing
        annoyance or inconvenience or to deceive or to mislead the addressee or recipient
        about the origin of such messages

Section 66(A) does not even begin to address the spam problems I describe above.

Either the existing law needs to include sections for dealing more specifically with spam or we need a standalone set of laws for making this kind of unsolicited email criminally prosecutable.