Incident management for high-velocity teams
Understanding the key incident response roles and responsibilities
An incident is no time to have multiple people doing duplicate work. It’s also a terrible time to have important tasks ignored, all because everyone thought somebody else was working on it. Incidents are made worse when incident response team members can’t communicate, can’t cooperate, and don’t know what each other is working on. Work gets repeated, work gets ignored, customers and the business suffer.
That’s why effective incident response teams designate clear roles and responsibilities. Team members know what the different roles are, what they’re responsible for, and who is in which role during an incident.
Here are a few of the most common incident management roles. Several of them, like major incident manager, are key to our own incident response strategy.
Setting up an on-call schedule with Opsgenie
In this tutorial, you’ll learn how to set up an on-call schedule, apply override rules, configure on-call notifications, and more, all within Opsgenie.Read this tutorial
Get to know the incident response lifecycle | Atlassian
The incident response lifecycle is your organization’s step-by-step framework for identifying and reacting to a service outage or security threat.Read this article
Role: Social media lead
Primary responsibility: A social media pro in charge of communicating about the incident on social channels.
Secondary responsibilities: Updating the status page, sharing real-time customer feedback with the incident response team.
Also known as: Social media manager, communications lead