Town Hall
Questions @ Zoom Q&A
Unsung heroes of the Operations
"You rarely get a chance to peer behind the curtain and get to appreciate the talented people we work with and who support our clients"
-Steve Henderson
Head of Deliverability
Incident Handling
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Communicate in the #war-room
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Trigger incident w/ command or email
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Write Incident Report
Some important things to keep in mind!
Tech Incident Commander
Tech Incident Commander
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Coordinate resolution
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Keep parties up-to-date
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Answer technical questions
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Contact person to CTO, Support org
And how...
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Pagerduty: Tech Incident Commander schedule
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tech-incident-commander@emarsys.pagerduty.com
When to trigger them
Huge issue affecting a lot of critical services and the resolution is unknown and obviously take some time
Further improvements are on the way
Omega Delivery
All-time best: 85%
Epics: 95/114 Weeks: 106/125
