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DevOpsDays SEA - Managing Fires: Leadership through Crisis


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Incidents happen and most of the time they get handled quickly by an individual or through an automation system. But sometimes none of that works and you need to call in the crisis team. Any highly functional team will need a leader. It’s not optional, especially in crisis. Decisions need to be made quickly and someone needs to coordinate efforts rather than getting knee-deep in technical issues.

When should you choose a leader, and when everyone is busy putting out the big fire, what should the leader actually be doing? This talk will explore exactly these questions and what it means to be a leader during crisis response.

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DevOpsDays SEA - Managing Fires: Leadership through Crisis

  1. 1. Managing Fires leadership’s role in incident management @CrayZeigh
  2. 2. Aaron Aldrich @CrayZeigh DevOps Consultant & Evangelist Organizing @DevOpsCT & DevOpsDays Hartford 2017 Cage Data, Inc. @CageData
  3. 3. use your tools for little fires @CrayZeigh
  4. 4. context @CrayZeigh
  5. 5. runbooks @CrayZeigh
  6. 6. automation engines @CrayZeigh
  7. 7. escalation processes @CrayZeigh
  8. 8. crisis requires a team and leadership @CrayZeigh
  9. 9. @CrayZeigh
  10. 10. @CrayZeigh
  11. 11. bestow leadership before crisis @CrayZeigh
  12. 12. crisis leaders should be authorized to make important business decisions @CrayZeigh
  13. 13. delegate authority as far as possible @CrayZeigh
  14. 14. Troubleshooting 101 @CrayZeigh
  15. 15. take it incrementally @CrayZeigh
  16. 16. “Never let a serious crisis go to waste. What I mean by that it’s an opportunity to do things you think you could not do before.” -Rahm Emanuel @CrayZeigh
  17. 17. what will make it work? @CrayZeigh
  18. 18. what will make it whole? @CrayZeigh
  19. 19. “Brevity is the soul of wit. Specificity is the soul of narrative [getting work done]” @CrayZeigh
  20. 20. make work visible to all @CrayZeigh
  21. 21. @CrayZeigh
  22. 22. leaders handle human problems @CrayZeigh
  23. 23. More on the plate, less on the mind @CrayZeigh
  24. 24. manage your bench @CrayZeigh
  25. 25. make sure team members are available to make substitutions @CrayZeigh
  26. 26. tell people to stop working and get rest @CrayZeigh
  27. 27. @CrayZeigh
  28. 28. public communication @CrayZeigh
  29. 29. communicate quickly @CrayZeigh
  30. 30. communicate often @CrayZeigh
  31. 31. be open and honest @CrayZeigh
  32. 32. honesty is rewarded @CrayZeigh
  33. 33. empower your team, remove barriers @CrayZeigh
  34. 34. Thanks! this is fine.@CrayZeigh