264: Mastering Incident Management - Part 1 of 6; with Kat Gaines

Mastering Incident Management - Part 1 of 6; with Kat GainesUnlock the secrets to seamless service as we navigate the critical world of incident management with the expertise of Kat Gaines from PagerDuty. Prepare to be armed with a deeper understanding of the complexities that define an incident, and why this knowledge is a game-changer for teams committed to providing uninterrupted excellence. Kat's seasoned perspective will guide you through the layers of incident severity and the essential preparedness for the unexpected. This episode isn't just a conversation; it's a toolkit for anyone in the support and development trenches, laying the foundational strategies for robust incident response.  Embark on a journey through the collaborative core of incident management, where the role of support engineers is reimagined as a pathway to career growth and the position of an incident commander becomes the linchpin of crisis resolution. With a focus on the symbiosis between structured protocols and the agility to adapt, we dissect how cross-functional cooperation and continuous process refinement are the cornerstones of an organization's resilience. From prioritizing responses to managing bugs, this dialogue with Kat is more than just an exploration—it's an invitation to evolve your practices and prioritize your customers in the face of adversity. Join us for an eye-opening series that promises to redefine your approach to incident management and elevate your team's capabilities.Support the Show.

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Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.