Don’t be a bystander, be an Incident Commander!
summary
Claims that non-technical people can reliably serve as Incident Commanders, with success at PagerDuty and open-sourced runbooks at response.pagerduty.com. Emphasis on concrete skills: comfort with a structured process, directive communication, active listening, and strict timebox tasks. Training is specific: define the IC role (no troubleshooting), run office hours, shadow, scribe, practice during Failure Friday, then reverse-shadow with a deputy. Tooling is low-tech: notebook plus Slack/HipChat; outcome is measurable—more ICs, less burnout, faster resolution.
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chapters (16)
- 0:00Intro
- 0:17Something is broken!
- 2:34Who can lead?
- 3:48Skills 2. Training
- 5:171. Process
- 6:54Communication
- 8:58Time management
- 10:15Listening
- 13:07Inclusive Incident Response Training
- 14:40Coordinate and delegate
- 15:53Office Hours THE DOCTOR
- 18:40Scribe
- 20:28Failure Friday
- 21:40Reverse Shadow
- 24:02Celebrate
- 26:16#DevOps
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