Better incident command for improved MTTR

A skilled incident commander improves time to resolution and decreases stress all around. Join Beth Long and Elisa Binette to learn how to build strong incident management skills at the individual level and shape organizational processes to drive down MTTR, making both customers and engineers happier.

We all know that sinking feeling when a critical service fails. Outages are inevitable in complex systems, but a good incident commander makes the process of resolution vastly more efficient and pleasant. All engineers, SREs and software engineers alike, need to be able to respond to a page when their system isn’t meeting its objectives, but coordinating a major incident requires a skillset every bit as specialized and important as architecting a high-throughput service. Those skills are learnable; they’re also hard to teach. Join Beth Long and Elisa Binette to learn how to build strong incident management skills at the individual level and shape organizational processes to drive down MTTR, making both customers and engineers happier. Beth and Elisa break down the characteristics of a good IC, from breadth of technical knowledge to interteam diplomacy, and offer tips on how to build and train your organization’s IC pool. Along the way, they share lessons learned from coordinating incidents that span multiple teams and products.