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Dealing with Incidents using Monzo Response

Dealing with Incidents using Monzo Response

Christopher Evans

May 22, 2019
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  1. “...and if you’re going to put the status page up,

    contact this team so they can decide whether we need to inform the regulator”
  2. Limit context switching Context switching during an incident is often

    unavoidable. We aim to limit this, by enabling actions to be carried out without leaving the conversation.
  3. Make the easiest thing the right thing If something needs

    doing, bring it to the attention of the responder when it makes sense, or better still automate it away.
  4. events, messages, etc Monzo Incident Backend Monzo Incident Web UI

    Slack Architecture view, edit incidents messages, actions
  5. Some other commands we use at Monzo action log an

    action to be followed up later escalate escalate to another set of on-callers statuspage update our customer facing status page rename rename a comms channel to something descriptive
  6. One incident command to post the message One function to

    handle buttons and raise dialog One function to handle dialog submission
  7. Takeaways Map out your incident handling process Understand what you’re

    being asked to do and when Use the building blocks of Response ⚡ to codify it Let your on-callers do what they do best