Incident Management

Context

The Experience Management business unit did not have a defined universal Incident Management process, instead working on different approaches in each team, leading to uncertainty when high-priority incidents occurred, and difficulty in measuring and improving the mean time to recovery (MTTR).

My role & team

I was responsible for defining and implementing a universal Incident Management process for the Experience Management business unit, working with a group of peers across the organization to ensure alignment with the existing tech stack and the process used elsewhere in the organization.

Challenges

• Figure out a process which is close to the existing process and tech stack, but aligned with the process elsewhere in the organization
• Align teams on the new process
• Implement changes needed to both process and tooling
• Enable teams on new process

Actions

• Worked with existing process managers in other business units
• Researched and understood the existing tooling and process
• Created comprehensive documentation
• Hosted training sessions
• Reviewed performance during incidents
• Updated documentation to incorporate feedback

Results

Defined and implemented a universal Incident Management process for the Experience Management business unit, leading to improved MTTR and reduced overall downtime. The new process was well-received by teams across the organization, and has been adopted as the standard approach for handling incidents in the Experience Management business unit.