High-severity incident management is the practice of recording, triaging, tracking, and assigning business value to problems that impact critical systems in order to enhance the customer experience by improving your infrastructure reliability and upskilling your team. The management of high-severity incidents encompasses SEV (a term used to refer to an incident, derived from the word severity) detection, diagnosis, mitigation, prevention, and closure. SEV prevention includes SEV review and SEV correlation.
Tammy Butow walks you through establishing a high-severity incident management program and measuring its success. A high-severity incident management program is an important subset of reliability engineering, focused on assuring that a team is prepared to manage incidents. This might seem complex; however, it can greatly improve your product’s customer experience and empower you to meet SLAs. This will also empower you to be better prepared for compliance and auditing events as they arise.
Establishing your SEV program
Measuring the success of your SEV program
Tammy Butow is a principal SRE at Gremlin, where she works on chaos engineering—the facilitation of controlled experiments to identify systemic weaknesses. Gremlin helps engineers build resilient systems using their control plane and API. Previously, Tammy led SRE teams at Dropbox responsible for the databases and storage systems used by over 500 million customers and was an IMOC (incident manager on call), where she was responsible for managing and resolving high severity incidents across the company. She has also worked in infrastructure engineering, security engineering, and product engineering. Tammy is the cofounder of Girl Geek Academy, a global movement to teach one million women technical skills by 2025. Tammy is an Australian and enjoys riding bikes, skateboarding, snowboarding, and surfing. She also loves mosh pits, crowd surfing, metal, and hardcore punk.
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