System and Network Operations Through a Sociotechnical Lens: The human aspects of running digital systems

System operators engage not only in a wide range of technical tasks but also in social and organizational work, such as coordinating with colleagues and helping system users. Their everyday practices directly shape the security posture of their organizations. However, when failures occur, system administrators are frequently blamed for misconfiguration or other types of “human error”.

Decades of research in human factors demonstrate that focusing on human error alone is insufficient to improve operational security. Instead, it diverts attention from the sociotechnical complexities of these environments and from supporting people in doing their work effectively.

This talk will highlight the human dimensions of system operations by drawing on historical perspectives and emphasizing the sociotechnical factors essential to sustaining and securing digital infrastructure.