Amrit Balraj
Amrit Balraj Technology Evangelist at Zenduty. Spreading the gospel of SRE

The importance of Incident Roles

The importance of Incident Roles

Modern technology organizations are required to be adaptive in their approach to incident management. A single project will have multiple teams working as different branches on integrated systems. Even if all the members have unified communication channels when an interruption occurs in the service there’s bound to be chaos. The frontline response team will have to be on their toes to get to the root issues at the first signs of trouble.

According to IBM’s Cost of a data breach report 2019 the average cost of an outage globally was 3.92 M. The US holds the highest average cost at $ 8.19 million. Any disruption in service is a potential breach in SLA agreements and puts a company’s profitability at stake. The report further highlights the long term costs of an incident linger for up to 2 years after an incident.

An integral part of any good response plan is preset incident roles. Incident roles ensure that the responsibilities are made clear pre-event to eliminate noise and consequent chaos. Team leads who manage day to day operations of the service will be aware of which team member will be effective in front line response roles.

The guidelines for developing a framework for incident response are:

  • Encourage on call engineers to take initiative to delegate important tasks to team members based on their core strengths.
  • Establish roles pre incident and test out scenarios with different team members playing roles they are comfortable with.
  • Keep your stakeholders informed with regular status updates. They need to know if an issue is ongoing or has been resolved.

With incident roles predefined, your IRPs can be adaptive and reiterated as you face new challenges and learn from experience. With Zenduty you can automate your IRP by defining incident roles before an incident which will put an end to chaos when an outage occurs. You can also create task templates as per your choice and assign them to your incident roles making incident mitigation a seamless procedure.

In the long run these steps will make your IRP more transparent and open to evaluation for strengthening your system as a whole. You can safely make decisions to streamline your service delivery and reduce the effects of an incident or outage.


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