Incident management

DADA spy loop

Data > Analysis > Decision > Action

Separate from regular operation

  • No negotiation of interests
  • Multiple teams involved
  • Work with people you haven’t worked with before

Organization of roles

  • Ad hoc
    • Updates should be conscious, scheduled.
    • No default / implicit handover to more senior person.

Roles

  • Hierarchical structure, no multiple supervisors.
  • Command at the top.

Role vs people

  • Role is static, people may rotate.
  • Handover
    • Reason
      • Tiredness
        • Even incident manager himself!! (oft missed)
      • Other commitments
    • Maintain status page
      • Handover page

Command Reportees

  • Operations
  • Communications
    • Reportees
      • External
      • Internal
    • Use written communication when ever possible.
      • IRC/ chat rather than voice when possible.
  • Planning and status (Longer incidents)
  • Logistics [Skip if irrelevant]
  • Finance, accounting [Skip if irrelevant]

Task

  • Activation
    • When?
    • External communication
  • Post mortem