An incident is any situation that negatively affects customers' use of your product/service. Without a well-designed process, responding to these can be a nightmare. This talk will help you understand how to build an incident response process that scales - including responder roles, communication strategies, optimization tips, and resilience theory.
As we build more complex systems, we have started to wonder not why our systems fail sometimes, but how they even stay up at all. Companies are increasingly tasked with creating a process that reduces the Mean Time to Resolve (MTTR) and subsequent loss of revenue.
Along with learning about what your Incident Response process should look like, you will also learn what it takes to make this process work for your team and how to convince relevant stakeholders within your organization that this is worth doing.