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Process for structured detection, escalation and resolution of IT incidents with defined roles, communication channels and post-incident reviews.
The Incident Management Process defines structured workflows for detecting, escalating and resolving outages. It includes roles, communication paths, prioritization and post-incident reviews to restore service rapidly and drive continuous improvement. It enforces clear responsibilities and measurable metrics to reduce downtime.
Mean time to restore service after an incident occurs.
Mean time to acknowledge after an alert is triggered.
Measures how often similar incidents recur within a timeframe.
Rapid escalation to SREs and use of predefined runbooks significantly reduced MTTR.
Combination of incident and security response processes ensured compliance-aligned reporting.
Feature-flag rollback procedure minimized user impact and allowed controlled follow-up analysis.
Define roles, escalation paths and communication channels.
Create runbooks and standard playbooks for critical scenarios.
Integrate monitoring, alerting and ticketing into the process.
Establish regular drills (game days) and postmortem reviews.