The Perfect Storm: How We Talk About Disasters

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@gmiranda23 HOW WE TALK ABOUT DISASTERS THE PERFECT STORM

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George Miranda Engineer, Traveler, First Responder Talky Person @PagerDuty [email protected] 2 @gmiranda23

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@gmiranda23 I AM A SYSADMIN

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@gmiranda23 RUNNING PRODUCTION SYSTEMS IS A MULTI-DISCIPLINARY PRACTICE

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@gmiranda23 Broad Knowledge Deep Expertise

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@gmiranda23 Broad Knowledge Deep Expertise Deep Expertise Deep Expertise

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@gmiranda23 Broad Knowledge Deep Expertise Deep Expertise Deep Expertise Deep Expertise

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@gmiranda23 DESTROYING SILOS

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@gmiranda23

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@gmiranda23 WE STILL NEED SILOS OF DEEP EXPERTISE

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@gmiranda23 Running software in Production Software Development Running software in Production Infrastructure Running software in Production Release Engineering Running software in Production Capacity Planning Running software in Production Databases Running software in Production Observability

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@gmiranda23 HIGH PERFORMING TEAMS ARE CROSS-FUNCTIONAL

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@gmiranda23 10TH ANNIVERSARY OF DEVOPS

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@gmiranda23 BROAD KNOWLEDGE OF RUNNING A SOFTWARE BUSINESS

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@gmiranda23 Severe Technical Incident C-Suite Marketing Legal Engineering Finance Customer Facing PR Comms Team Sales

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@gmiranda23 BUSINESS PROCESSES AS A BRIDGE

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@gmiranda23 WHAT'S THE WORST OUTAGE YOU'VE EXPERIENCED IN YOUR CAREER?

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@gmiranda23 WHAT'S THE WORST OUTAGE YOU'VE EXPERIENCED AS A USER?

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@gmiranda23 YOUR CUSTOMERS FEEL THE SAME WAY

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@gmiranda23 WHO HAS A PLAN FOR THAT SCENARIO?

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@gmiranda23 A TALE ABOUT PAGERDUTY

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@gmiranda23 CHAOS INSTEAD OF CALM

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@gmiranda23 "LET'S TRY AND RESOLVE THIS IN THE NEXT 10 MINUTES, MMMKAY?"

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@gmiranda23 EMERGENCY PREPAREDNESS

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@gmiranda23 A TALE ABOUT PAGERDUTY

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@gmiranda23 THE INCIDENT COMMAND SYSTEM

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@gmiranda23 RESPONSE.PAGERDUTY.COM

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OPERATIONS LIAISONS COMMAND Deputy Scribe Customer Liaison SME Incident Commander (IC) Internal Liaison SME SME SME TECHNICAL INCIDENT @gmiranda23

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OPERATIONS LIAISONS COMMAND Deputy Scribe Customer Liaison SME Incident Commander (IC) Internal Liaison SME SME SME Technical SLT TECHNICAL INCIDENT @gmiranda23

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OPERATIONS LIAISONS COMMAND Deputy Scribe SME Incident Commander (IC) Internal Liaison SME SME SME TECHNICAL INCIDENT BUSINESS INCIDENT APPROVAL Comms Legal C-Suite COMMAND Communications Lead Customer Liaison Technical SLT OPERATIONS Social Sales Marketing Customer Liaison (backup) @gmiranda23

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@gmiranda23 SWITCH THE BUSINESS INTO EMERGENCY MODE

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@gmiranda23

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@gmiranda23 CHAOS ENGINEERING SUPPORT

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@gmiranda23 BLAMELESS POSTMORTEM AWARENESS

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@gmiranda23 ADOPTION OF RETROS

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@gmiranda23 VISITING OTHER SILOS

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@gmiranda23 "IT'S THE FEAR OF SOMETHING NEW (DEVOPS) THAT MAKES CONFLICT POSSIBLE"

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@gmiranda23 BUSINESS-RESPONSE.PAGERDUTY.COM

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@gmiranda23 ADDITIONAL RESOURCES • PAGERDUTY.COM/OPS-GUIDES • RESPONSE.PAGERDUTY.COM • POSTMORTEMS.PAGERDUTY.COM • BUSINESS-RESPONSE.PAGERDUTY.COM