The Incident Response Team
This responder provides leadership and support, not heads-down work.
Who is the Incident Lead?
Message this Slack channel with PagerDuty questions and concerns.
What is #pagerduty_help?
This person is responsible for completing the Jira PROD Incident ticket After Incident Report (AIR).
Who is the ticket Assignee?
A PROD incident ticket can be opened by ______.
Who is anyone in Engineering or CustOps?
Slack this channel with Incident Management questions and to request Incident Response team training.
What is #ask-pdo?
This person is often an incident's first responder.
Who is the Engineer On Call?
Personal PagerDuty settings including notification rules are configured here.
Where is your User Profile?
This section of the AIR chronologically outlines incident occurrences and documents key information.
What is the Timeline?
A PROD Incident ticket transitions to this step of the workflow when follow-up items are required.
What is Action Items Pending?
Escalate to this person when your Manager, Director, and Sr. Director do not respond to pages.
Who is your Vice President?
This team is automatically paged on S0 incidents.
Who is SDM?
This small team manages the PagerDuty tool.
Who is the LiveSite Operations team (part of Product Delivery Operations)?
After an incident is resolved, these are linked to the main PROD Incident ticket.
What are Action Item tickets?
This severity level is defined as a minor issue limiting customers' ability to use the product and requiring immediate service owner action.
What is a Sev-2?
This incident responder provides administrative and comms support upon request.
Who is the Service Delivery Manager or SDM?
This responder is paged for their expertise in a product or service.
Who is the SME or Subject Matter Expert?
This is PagerDuty's training catalog.
What is PagerDuty University?
This post-incident meeting is required for all S0 and S1 incidents.
What is the Retrospective Review?
This information is not allowed in Jira tickets and includes IP Addresses, email addresses, and other data that may identify an individual or household.
What is Personal Data?
This sheet is a comprehensive list of Slack commands for paging on-call teams and managers.
What is the Paging During an Incident sheet?
Type this tag in any Slack channel to notify Customer Operations of an active incident.
What is @custops_sos?
This crucial PagerDuty alert configuration helps prevent incoming pages from being blocked on a mobile device.
What is Override Do Not Disturb?
The ticket Assignee, Engineer On Call, SMEs, CustOps, SDM and THIS PERSON are expected to attend the Incident Retrospective Review.
Who is the Incident Lead?
This should happen as soon as possible after an incident's validity has been confirmed.
What is create a PROD incident ticket?
The amount of time in which an Engineer On Call must acknowledge a page in PagerDuty before it escalates to next in line.
What is 5 minutes?