DOM DEGUZMAN • INFRASTRUCTURE ENGINEER • TWILIO • @ITSHELLA_DOM

HOW TWILIO AUTOMATED THE JIRA ADMIN

S C A L I N G

T W I L I O ’ S G R O W T H S P U R T

S E C U R I T Y & S E L F S E RV I C E

W I S H L I S T

RoadmapW H O I S D O M ?

WHOSE THIS?

TWILIO 2012

3 Engineering Teams

One Office

176 Employees

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

2015 Twilio 500 Employees

8 Offices around the world

25 Engineering departments

The Nightmare

Inventory Operations

Carrier Operations

iRequest

Bare BonesTICKETWittified Add-Ons

Project Creator

ONE IS THE LONELIEST

NUMBER

Engineering Managers

The TeamsOne Admin

Smart Growth of Admins

XX X

DOCUMENT EVERYTHING

Google DriveSomeone’s email

Finding information at a Startup…

Random Tool Someone’s Head

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

“Auditing Purposes”

EngineeringBusiness Side

Two Customers

People Operations

Legal

Sales

TravelMarketing

Finance

Business Operations

NOTIFYTICKETEMAIL

HR Requests

Reassign and complete

NOTIFYTICKETEMAIL

Employee Life Cycle

Reassign and complete

Problems Solved

More secure way of handling off boarding

Customized JIRA project that only allowed for specific individuals to access the project

** For extremely sensitive information, I recommend a separate JIRA instance for HR

Ability to generate reports

Agile board gave an overview status of process

TICKETEMAIL

Travel @ Twilio

Board

Optimizing for Engineers

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

TerminalBob Swift CLI

JIRA for the Engineer

Self Service

Draw The Owl

Wish List

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

Thank you!

DOM DEGUZMAN • INFRASTRUCTURE ENGINEER • TWILIO • @ITSHELLA_DOM