How to Conduct Yourself in a
War Room

Agenda

• Simulation
• Recap of things NOT to do
• Best practices
• Questions

Mike

• Reliability Engineering manager
• In the war room almost every day
• On call when things go wrong
• Genuinely nice guy
• Enjoys when people stop by to just chat

Bryan

• Had the idea for this tech talk...that's about it

SIMULATION

Recap of Simulation...
what not to do

• Deploy to production without a change request
• "This isn't my job"
• Forgetting to mute
• Blame others - "it must be the network"
• "I fixed it!" without communicating with all parties

The Right Way

• Pull in any external teams for coordination
• Determine the impact - how many stores/devices, how does this affect customers and associates
• Remediate - stop the bleeding!
• Identify root cause (can sometimes be in parallel with remediation)
• Communication - talk through everything you know and anytime you are going to take action
• Follow-up afterward with BPM, no repeat plan