How to Have an Operational Incident
summary
Company adapts the National Incident Management System to define emergencies as customer-facing outages, uses a Slack bot \/pd page to summon an incident commander with hangouts as a backup, trains incident commanders and all engineers, and enforces four-hour shifts. The plan requires monitoring or support pages, clear assemble/communication channels, criteria for “done,” and shift handoffs. Example: a false AWS compromise from dev creds leaked to GitHub triggers paging and credential rotation, which contains confusion.
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chapters (24)
- 0:00Intro
- 0:27What would you do
- 1:08Brain
- 1:32Who is Courtney
- 2:02Emergency Definition
- 2:32Urgent vs Important
- 3:17Consequences vs Safety
- 3:51Emergency
- 4:54Thinking Takes Time
- 6:48Assembling
- 9:15Physical World
- 9:36What is an Emergency
- 10:20How to Get Help
- 11:39Assemble
- 12:52Assess
- 13:54Cooperation Delegation
- 14:36Incident Commander
- 15:39Criteria for Done
- 16:21Shifts
- 17:09Summary
- 17:34Training
- 18:18Next Steps
- 18:48My Story
- 19:22Additional Resources
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