#incident-management
grep -l "incident-management" /portfolio/* · 6 entriesPostmortem action items that actually close
Good postmortems, and action items that sat open for months. Tracking them like real work, with owners, dates and a monthly review, got them closed.
One incident commander, not five people typing
During big incidents, everyone jumped in and nobody was in charge. A named incident commander on the 24/7 rotation made the response calmer and faster.
1 min readPostmortems when the instinct is to find someone to blame
High-severity incidents got blameless postmortems. Building the timeline from systems, not memories, made it easier to talk about decisions instead of people.
Updates on a clock, not when there's news
Customers during an incident judged us by how often they heard from us. A fixed update schedule turned that into something the team could keep.
Keeping a customer calm through a three-day incident
The technical fix took three days. What kept the customer on side was a fixed update schedule and a timeline they could forward to their bosses.
Escalations that lost context at every handoff
Every time an escalation changed hands, the next person started from scratch. A short written handoff fixed it without slowing anyone down.