Design an effective incident management process by:
- Clearly defining all workflows and roles in the process;
- Assigning clear ownership and responsibilities;
- Having all stakeholders aligned on roles and responsibilities;
- Leading a dialog with engineering teams & securing all of our alerts that are actionable;
- Monitoring incident resolution timing against SLA framework. Leading a dialog with engineering teams for continuous improvement;
- Making sure the whole process is documented;
- Ensuring we have onboarding/ training sessions for all on call engineers.
Continuously monitor and improve the process by:
- Setting up regular meetings with the stakeholders to assess current process status and identify potential improvement opportunities;
- Creating and exposing to stakeholders reports with relevant info, such as:
a) Number of major incidents raised and closed each month;
b) Average resolution time for major incidents;
c) Percentage of downtime cause of major incidents;
d) Problems and changes linked to major incidents;
- Tracking and ensuring that teams plan and deliver all postmortem follow-up actions;
- Ensuring that all bottlenecks and gaps in the process are identified and will be addressed accordingly to their respective priorities;
- Owning and leading improvements to reduce incident resolution time;
- Providing input, recommendations, and assistance regarding operations, tasking, risks, issues, and assignments;
- Providing feedback on how to improve existing solutions and/or processes so they better meet the customer’s needs.
Provide the right resources for the Chapter members by:
- Assessing, validating and improving current tooling;
- Ensuring all workflows, roles, ownership and responsibilities are documented and the documentation is accessible to everyone;
- Providing technical leadership to the Chapter members.
Be a passionate Chapter Member by:
- Empathising and constantly aligning with Agile Chapter strong & pain points;
- Constantly being hands-on a % of your time, decided by you.