How To Play Support for a Platform Team - Awar Abdulkarim & Roberth Strand
summary
Argues that platform teams need a clear mandate as a contract, explicit division of responsibility, and concrete structure (roadmaps, GitHub issue flows, product roles) so trust becomes a self-reinforcing loop. Uses the platform engineering maturity model and examples from Bane NOR and Sopra Steria, and practices like dogfooding a demo app on the live platform; that exercise reveals real gaps and drives fixes, improving developer experience and reducing ad hoc support requests.
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chapters (14)
- 0:00Introduction
- 1:23Speakers
- 3:08Focus on enabling teams
- 4:13Gamification and support mindset
- 5:17Three pillars of success
- 7:02Mandate as authority
- 9:54Scope and responsibility
- 12:43Structuring responsibility
- 15:52Platform Maturity Model
- 18:22Trust through shared responsibility
- 20:35Developer Experience priorities
- 22:40Promise Theory exploration
- 24:05Establishing platform trust
- 24:26Q&A
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