The unexpected and sudden shift to remote working introduces a new set of problems within the incident response space. And while each organization needs to take its own unique circumstances into account, this post outlines the best practices and steps that can be taken in the right direction in keeping operations both productive and proactive.
In light of the recent events happening around the globe, with increasing cases of COVID-19, many countries have publicly announced lockdowns. This has been fairly easy to manage for some companies but many are struggling to define appropriate Work From Home (WFH) policies.
This has hit operations-heavy companies more than most. Operations involve a massive amount of coordination, communication and responsiveness; all of which is tricky to accomplish when you suddenly have to deal with your team remotely.
One clear result of being quarantined and maintaining social distancing is how overwhelmingly dependent we have become on the digital world. So, operations teams and on-call folks are under added pressure to keep IT infrastructure and applications in top shape. As a result, it becomes really important that we stay connected through multiple modes of communication. After all, incident response is all about getting to the right person at the right time and communicating effectively, not just within the on-call team but also to external stakeholders.
Incident alerting and management tools are accessible to people irrespective of where they work from. But it’s only useful if your incident management practices are sound and compliment the tool.
Handling on-call on a normal day at work can be stressful, but if you are working remotely it becomes all the more crucial to ensure good communication protocol. It’s never too late to tweak your incident response processes to make it easier for Incident Management teams to be on the same page and ensure that your systems and services are always reliable. Here are some ways you can set yourself up for success.
As a company that focuses on best practices that help streamline incident response, we follow a few practices to always be remote-ready.
Squadcast is an incident management tool that’s purpose-built for SRE. Create a blameless culture by reducing the need for physical war rooms, unify internal & external SLIs, automate incident resolution and create a knowledge base to effectively handle incidents.