Response for this incident went by the book, as described in Brent's talk above. Incident Management programs like these ensure that incidents can be resolved while also minimizing stress and chaos for engineers and other responders.
PagerDuty has a good Incident Responder and Incident Commander training courses, if you are interested in setting up a program similar to Slack's:
- https://response.pagerduty.com/training/courses/incident_res...
- https://response.pagerduty.com/training/incident_commander/
Fun fact: Brent Chapman is also known for creating the `majordomo` mailing list manager from the early 90s
usually, keep your head cool and focus on the problem at hand.
This is also the reason why engineering/operations should be seperate from customer communications. The people who are fixing the issue should not also be the ones doing the communication with the outside world.
Talk about being on center stage..