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Incident roles

What are roles?

Purpose of Roles: establish shared, clearly defined roles and responsibilities so everyone in the company knows who should be doing what during an incident and team members can delegate and fulfill their own roles effectively.

Think:

  • an incident commander who runs the incident
  • a comms lead who communicates updates about an incident internally and externally
  • a participant who simply collaborates to resolve the ongoing incident

What are the default roles?

Default roles vary by

, by the default roles for Allma’s technical incident workflow are as follows:

Incident commander

Description: The primary decision maker for the incident, listening to hypotheses and data presented by participants and delegating actions.

Prerequisties

You must have:

  • A computer
  • A stable internet connection
  • Ability to transfer knowledge in the event of a handoff

Responsibilities

  • Ensure right people are in right channel
  • Gather and synthesize hypotheses
  • Agree on identified problem scope and area
  • Delegate repair actions and continue to reevaluate your approach as needed
  • Ensure someone on the team (if not you) consistently communicates to the business & stakeholders
  • Serve as single source of truth on the status of incident resolution, system, and plan

Communications lead

The core communicator for the incident, conveying status, updates, and technical details to stakeholders, support personnel, and/or customers.

Prerequisites

You must have:

  • A computer
  • A stable internet connection
  • Ability to transfer knowledge in the event of a handoff

Responsibilities

  • Listen to the Incident Commander and follow along on the channel to keep apprised of status and updates
  • Update relevant stakeholders through designated channels (status page, email, chat, etc.) as appropriate
  • Know who knows the customer best and rely on their judgment in communicating with customers
  • Know when to communicate and when to stay silent and wait for updates.
  • Strive for a balance between clear, consistent communication, and dedicated periods of silence during which the team is making progress.

Participant

Description

Team member available to investigate, carry-out actions delegated by the Incident Commander, and actively work towards incident mitigation.

Prerequisites

You must have:

  • A computer
  • A stable internet connection
  • Ability to transfer knowledge in the event of a handoff

Responsibilities

  • Ensure you have accurately synthesized your level of availability and conveyed any relevant subject-matter expertise on the affected services
  • Listen to Incident Commander and take cues on what to investigate
  • Collect and synthesize hypotheses from investigation directly in the channel
  • Carry-out actions that have been delegated to you by the Incident Commander
  • Know when to escalate for helpContinue to communicate directly in the channel, conveying new information and hypotheses as you work through incident mitigation

Watcher

Description

Team member with knowledge or guidance that might contribute to resolution, but is not available to actively investigate or carry-out mitigative actions.

Prerequisites

You must have:

  • A computer

Responsibilities

  • Ensure right people are in the channel
  • Gather and synthesize hypotheses

Do roles have corresponding functionality tied to them?

Yes, the actions a collaborator can perform within an incident may be limited by the configuration of their role. For more information, see

.

Can I change my role during an Incident?

Yes, you can always re-assign or change roles throughout an incident. You can do so by executing the slash commands /allma role (change your role) and /allma assign (assign a role). Or by clicking the buttons in the incident channel: "Change My Role" and "Assign Role."