Incident Commander

Skills Included

Core Tools

1. Incident Classifier (incident_classifier.py)

   • Analyzes incident descriptions and outputs severity levels
   • Recommends response teams and initial actions
   • Generates communication templates based on severity

2. Timeline Reconstructor (timeline_reconstructor.py)

   • Processes timestamped events from multiple sources
   • Reconstructs chronological incident timeline
   • Identifies gaps and provides duration analysis

3. PIR Generator (pir_generator.py)

   • Creates comprehensive Post-Incident Review documents
   • Applies multiple RCA frameworks (5 Whys, Fishbone, Timeline)
   • Generates actionable follow-up items

Incident Response Framework

Severity Classification System

SEV1 - Critical Outage

Definition: Complete service failure affecting all users or critical business functions

Characteristics:

• Customer-facing services completely unavailable
• Data loss or corruption affecting users
• Security breaches with customer data exposure
• Revenue-generating systems down
• SLA violations with financial penalties

Response Requirements:

• Immediate escalation to on-call engineer
• Incident Commander assigned within 5 minutes
• Executive notification within 15 minutes
• Public status page update within 15 minutes
• War room established
• All hands on deck if needed

Communication Frequency: Every 15 minutes until resolution

SEV2 - Major Impact

Definition: Significant degradation affecting subset of users or non-critical functions

Characteristics:

• Partial service degradation (>25% of users affected)
• Performance issues causing user frustration
• Non-critical features unavailable
• Internal tools impacting productivity
• Data inconsistencies not affecting user experience

Response Requirements:

• On-call engineer response within 15 minutes
• Incident Commander assigned within 30 minutes
• Status page update within 30 minutes
• Stakeholder notification within 1 hour
• Regular team updates

Communication Frequency: Every 30 minutes during active response

SEV3 - Minor Impact

Definition: Limited impact with workarounds available

Characteristics:

• Single feature or component affected
• <25% of users impacted
• Workarounds available
• Performance degradation not significantly impacting UX
• Non-urgent monitoring alerts

Response Requirements:

• Response within 2 hours during business hours
• Next business day response acceptable outside hours
• Internal team notification
• Optional status page update

Communication Frequency: At key milestones only

SEV4 - Low Impact

Definition: Minimal impact, cosmetic issues, or planned maintenance

Characteristics:

• Cosmetic bugs
• Documentation issues
• Logging or monitoring gaps
• Performance issues with no user impact
• Development/test environment issues

Response Requirements:

• Response within 1-2 business days
• Standard ticket/issue tracking
• No special escalation required

Communication Frequency: Standard development cycle updates

Incident Commander Role

Primary Responsibilities

1. Command and Control

   • Own the incident response process
   • Make critical decisions about resource allocation
   • Coordinate between technical teams and stakeholders
   • Maintain situational awareness across all response streams

2. Communication Hub

   • Provide regular updates to stakeholders
   • Manage external communications (status pages, customer notifications)
   • Facilitate effective communication between response teams
   • Shield responders from external distractions

3. Process Management

   • Ensure proper incident tracking and documentation
   • Drive toward resolution while maintaining quality
   • Coordinate handoffs between team members
   • Plan and execute rollback strategies if needed

4. Post-Incident Leadership

   • Ensure thorough post-incident reviews are conducted
   • Drive implementation of preventive measures
   • Share learnings with broader organization

Decision-Making Framework

Emergency Decisions (SEV1/2):

• Incident Commander has full authority
• Bias toward action over analysis
• Document decisions for later review
• Consult subject matter experts but don't get blocked

Resource Allocation:

• Can pull in any necessary team members
• Authority to escalate to senior leadership
• Can approve emergency spend for external resources
• Make call on communication channels and timing

Technical Decisions:

• Lean on technical leads for implementation details
• Make final calls on trade-offs between speed and risk
• Approve rollback vs. fix-forward strategies
• Coordinate testing and validation approaches

Communication Templates

Initial Incident Notification (SEV1/2)

Subject: [SEV{severity}] {Service Name} - {Brief Description}

Incident Details:
- Start Time: {timestamp}
- Severity: SEV{level}
- Impact: {user impact description}
- Current Status: {investigating/mitigating/resolved}

Technical Details:
- Affected Services: {service list}
- Symptoms: {what users are experiencing}
- Initial Assessment: {suspected root cause if known}

Response Team:
- Incident Commander: {name}
- Technical Lead: {name}
- SMEs Engaged: {list}

Next Update: {timestamp}
Status Page: {link}
War Room: {bridge/chat link}

---
{Incident Commander Name}
{Contact Information}

Executive Summary (SEV1)

Subject: URGENT - Customer-Impacting Outage - {Service Name}

Executive Summary:
{2-3 sentence description of customer impact and business implications}

Key Metrics:
- Time to Detection: {X minutes}
- Time to Engagement: {X minutes} 
- Estimated Customer Impact: {number/percentage}
- Current Status: {status}
- ETA to Resolution: {time or "investigating"}

Leadership Actions Required:
- [ ] Customer communication approval
- [ ] PR/Communications coordination  
- [ ] Resource allocation decisions
- [ ] External vendor engagement

Incident Commander: {name} ({contact})
Next Update: {time}

---
This is an automated alert from our incident response system.

Customer Communication Template

We are currently experiencing {brief description of issue} affecting {scope of impact}. 

Our engineering team was alerted at {time} and is actively working to resolve the issue. We will provide updates every {frequency} until resolved.

What we know:
- {factual statement of impact}
- {factual statement of scope}
- {brief status of response}

What we're doing:
- {primary response action}
- {secondary response action}

Workaround (if available):
{workaround steps or "No workaround currently available"}

We apologize for the inconvenience and will share more information as it becomes available.

Next update: {time}
Status page: {link}

Stakeholder Management

Stakeholder Classification

Internal Stakeholders:

• Engineering Leadership - Technical decisions and resource allocation
• Product Management - Customer impact assessment and feature implications
• Customer Support - User communication and support ticket management
• Sales/Account Management - Customer relationship management for enterprise clients
• Executive Team - Business impact decisions and external communication approval
• Legal/Compliance - Regulatory reporting and liability assessment

External Stakeholders:

• Customers - Service availability and impact communication
• Partners - API availability and integration impacts
• Vendors - Third-party service dependencies and support escalation
• Regulators - Compliance reporting for regulated industries
• Public/Media - Transparency for public-facing outages

Communication Cadence by Stakeholder

Runbook Generation Framework

Dynamic Runbook Components

1. Detection Playbooks

   • Monitoring alert definitions
   • Triage decision trees
   • Escalation trigger points
   • Initial response actions

2. Response Playbooks

   • Step-by-step mitigation procedures
   • Rollback instructions
   • Validation checkpoints
   • Communication checkpoints

3. Recovery Playbooks

   • Service restoration procedures
   • Data consistency checks
   • Performance validation
   • User notification processes

Runbook Template Structure

# {Service/Component} Incident Response Runbook

## Quick Reference
- **Severity Indicators:** {list of conditions for each severity level}
- **Key Contacts:** {on-call rotations and escalation paths}
- **Critical Commands:** {list of emergency commands with descriptions}

## Detection
### Monitoring Alerts
- {Alert name}: {description and thresholds}
- {Alert name}: {description and thresholds}

### Manual Detection Signs
- {Symptom}: {what to look for and where}
- {Symptom}: {what to look for and where}

## Initial Response (0-15 minutes)
1. **Assess Severity**
   - [ ] Check {primary metric}
   - [ ] Verify {secondary indicator}
   - [ ] Classify as SEV{level} based on {criteria}

2. **Establish Command**
   - [ ] Page Incident Commander if SEV1/2
   - [ ] Create incident tracking ticket
   - [ ] Join war room: {link/bridge info}

3. **Initial Investigation**
   - [ ] Check recent deployments: {deployment log location}
   - [ ] Review error logs: {log location and queries}
   - [ ] Verify dependencies: {dependency check commands}

## Mitigation Strategies
### Strategy 1: {Name}
**Use when:** {conditions}
**Steps:**
1. {detailed step with commands}
2. {detailed step with expected outcomes}
3. {validation step}

**Rollback Plan:**
1. {rollback step}
2. {verification step}

### Strategy 2: {Name}
{similar structure}

## Recovery and Validation
1. **Service Restoration**
   - [ ] {restoration step}
   - [ ] Wait for {metric} to return to normal
   - [ ] Validate end-to-end functionality

2. **Communication**
   - [ ] Update status page
   - [ ] Notify stakeholders
   - [ ] Schedule PIR

## Common Pitfalls
- **{Pitfall}:** {description and how to avoid}
- **{Pitfall}:** {description and how to avoid}

## Reference Information
→ See references/reference-information.md for details

## Usage Examples

### Example 1: Database Connection Pool Exhaustion

```bash
# Classify the incident
echo '{"description": "Users reporting 500 errors, database connections timing out", "affected_users": "80%", "business_impact": "high"}' | python scripts/incident_classifier.py

# Reconstruct timeline from logs
python scripts/timeline_reconstructor.py --input assets/db_incident_events.json --output timeline.md

# Generate PIR after resolution
python scripts/pir_generator.py --incident assets/db_incident_data.json --timeline timeline.md --output pir.md

Example 2: API Rate Limiting Incident

# Quick classification from stdin
echo "API rate limits causing customer API calls to fail" | python scripts/incident_classifier.py --format text

# Build timeline from multiple sources
python scripts/timeline_reconstructor.py --input assets/api_incident_logs.json --detect-phases --gap-analysis

# Generate comprehensive PIR
python scripts/pir_generator.py --incident assets/api_incident_summary.json --rca-method fishbone --action-items

Best Practices

During Incident Response

1. Maintain Calm Leadership

   • Stay composed under pressure
   • Make decisive calls with incomplete information
   • Communicate confidence while acknowledging uncertainty

2. Document Everything

   • All actions taken and their outcomes
   • Decision rationale, especially for controversial calls
   • Timeline of events as they happen

3. Effective Communication

   • Use clear, jargon-free language
   • Provide regular updates even when there's no new information
   • Manage stakeholder expectations proactively

4. Technical Excellence

   • Prefer rollbacks to risky fixes under pressure
   • Validate fixes before declaring resolution
   • Plan for secondary failures and cascading effects

Post-Incident

1. Blameless Culture

   • Focus on system failures, not individual mistakes
   • Encourage honest reporting of what went wrong
   • Celebrate learning and improvement opportunities

2. Action Item Discipline

   • Assign specific owners and due dates
   • Track progress publicly
   • Prioritize based on risk and effort

3. Knowledge Sharing

   • Share PIRs broadly within the organization
   • Update runbooks based on lessons learned
   • Conduct training sessions for common failure modes

4. Continuous Improvement

   • Look for patterns across multiple incidents
   • Invest in tooling and automation
   • Regularly review and update processes

Integration with Existing Tools

Monitoring and Alerting

• PagerDuty/Opsgenie integration for escalation
• Datadog/Grafana for metrics and dashboards
• ELK/Splunk for log analysis and correlation

Communication Platforms

• Slack/Teams for war room coordination
• Zoom/Meet for video bridges
• Status page providers (Statuspage.io, etc.)

Documentation Systems

• Confluence/Notion for PIR storage
• GitHub/GitLab for runbook version control
• JIRA/Linear for action item tracking

Change Management

• CI/CD pipeline integration
• Deployment tracking systems
• Feature flag platforms for quick rollbacks

Conclusion

The Incident Commander skill provides a comprehensive framework for managing incidents from detection through post-incident review. By implementing structured processes, clear communication templates, and thorough analysis tools, teams can improve their incident response capabilities and build more resilient systems.

The key to successful incident management is preparation, practice, and continuous learning. Use this framework as a starting point, but adapt it to your organization's specific needs, culture, and technical environment.

Remember: The goal isn't to prevent all incidents (which is impossible), but to detect them quickly, respond effectively, communicate clearly, and learn continuously.