When it breaks, what’s your job?
You won't be fixing the servers. Your job is to keep customers informed, protect the team's focus, and make sure lessons turn into action.
Communicate
During The Incident
- Keep customers and stakeholders updated
- Shield engineers from interruptions
- Pause risky releases
- Make trade-off calls quickly
Follow through
After The Incident
- Join the blameless postmortem
- Turn actions into prioritised work
- Tell customers what changed
- Track whether it happens again
Source: Google ↗
Calm comms. Real follow-through.