Brent Chapman
greatcircle.com
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Overview
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News
How senior leaders disrupt incidents just by showing up
A vice president joins an incident channel and posts a single, reasonable question: "What's the customer impact?" Every responder in the channel pauses. The person investigating the network layer stops to check whether they should be the one to answer. Th
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When declaring an incident becomes everyone's favorite workaround
You see someone declare a Sev-2 and you wonder: wait, why is that even an incident? Nothing is down. Customers aren't affected. But a manager needed to get their team's problem to the top of another team's priority queue, and the incident process was a re
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Incidents start before the response does
Your company has probably invested significantly in what happens after an incident is identified: incident response tooling, trained incident commanders, communication protocols, on-call rotations. That investment matters. But what about the gap between w
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Respecting fatigue isn't coddling
Is it coddling when an on-call engineer takes the next morning off to recover after handling a production incident at 3 a.m., or is it a smart company managing a reliability risk? Here's what that night actually looks like. The engineer gets paged at 3 a.
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Heroic saves are near misses
It's 3 a.m. in California, where most of the dev team are still snug in their beds. The auth system has started rejecting valid credentials. Early bird East Coast customers are already trying (and failing) to log in for the day, and thousands of users in
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