Outages are inevitable in complex systems; a good Incident Commander helps drive incidents to better, faster resolutions. Coordinating a major incident requires a skillset every bit as specialized and important as architecting a high throughput service. Those skills are learnable; they’re also hard to teach.
What makes a good Incident Commander? How can an organization empower all engineers to respond to pages while also training a cadre of skilled ICs? We’ll break down the characteristics of a good IC, from breadth of technical knowledge to inter-team diplomacy, and provide tips on how to build and train your organization’s IC pool.
We’ll explore the basics of incident response and coordination, how to be effective as an incident commander (IC), and how organizations can cultivate a strong pool of ICs so that both engineers and customers are happier.
You can view Adele and Elisa’s talk below: