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Incident Management - Talk the Talk, Walk the Walk - Hila Fish
Learn the essential skills and strategies for effective incident management, from structured processes to business mindset and clear communication, and discover how to prevent and resolve incidents efficiently and proactively.
- Incident Management is about structured process, business mindset, and clear communication.
- Be prepared for incidents, know the system, and have a runbook.
- Focus on the relevant issue, and don’t get distracted by non-essential tasks.
- Keep calm, think on your feet, and ask for help if needed.
- Document everything, including incident resolution and root cause.
- Don’t waste time, and be proactive in resolving incidents.
- Know your limitations and don’t be afraid to ask for help.
- Maintain a structured process, and don’t compromise system stability.
- Improve the incident management process after each incident.
- Be an end-to-end handler, and make sure the issue is resolved as soon as possible.
- Practice incident management regularly, and use the opportunities to improve.
- Be prepared to adapt to changing situations, and don’t be too proud to ask for help.
- Reduce the involvement of people not serving the purpose, and make sure the issue is resolved quickly.