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text-content-secondary-invert">Esc</kbd></div></button></div><div class="flex flex-col gap-8 max-lg:hidden"><ul class="flex flex-col text-body-sm"><li class="flex flex-col gap-3 relative group"><a class="block flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#content-top">Using incidents to level up your teams</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#on-the-sidelines-furiously-taking-notes">On the sidelines, furiously taking notes</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#1-the-engineer-and-the-black-box-using-incidents-to-broaden-horizons">1. The engineer and the black box: using incidents to broaden horizons</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#2-resilient-engineering-incidents-teach-you-to-build-systems-that-fail-gracefully">2. Resilient engineering: incidents teach you to build systems that fail gracefully</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#3-stocking-up-on-patterns-incidents-teach-you-how-to-make-systems-easier-to-debug">3. Stocking up on patterns: incidents teach you how to make systems easier to debug</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#4-fast-friendships-incidents-help-to-build-your-network">4. Fast friendships: incidents help to build your network</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#5-enter-the-a-team-incidents-are-a-chance-to-learn-from-the-best">5. Enter the A-team: incidents are a chance to learn from the best</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#what-does-a-healthy-incident-culture-look-like">What does a healthy incident culture look like?</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#first-declare-lots-of-incidents">First, declare lots of incidents</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#second-encourage-everyone-to-participate">Second, encourage everyone to participate</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#third-get-into-the-habit-of-showing-your-working">Third, get into the habit of showing your working</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#and-finally-watch-out-for-anybody-playing-the-hero">And, finally, watch out for anybody playing the hero</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">Using incidents to level up your teams</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/lisa">Lisa Karlin Curtis</a></span></div><div class="text-body-sm text-content-secondary">August 31, 2022<span> — <!-- -->12 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-level-up-teams" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=60&amp;q=75 60w, 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1080&amp;q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1200&amp;q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">I joined GoCardless as a junior engineer. It was one of my first coding jobs, and in my time there I progressed to senior much faster than I had expected. When I reflect on how this happened, one pattern stands out to me; the big step changes in my understanding, and my ability to solve larger and more complex engineering problems, came as a result of incidents.</p><p class="">When I encountered an incident, I was introduced to new technologies, learned new skills and met people who became some of my closest friends. And every time, I’d come out as a better engineer; I accelerated my career by running towards the fire.</p><h3 id="on-the-sidelines-furiously-taking-notes" class=""><a class="heading-link" href="#on-the-sidelines-furiously-taking-notes"><span class="icon icon-link"></span></a>On the sidelines, furiously taking notes</h3><p class="">I learnt to love incidents early on at GoCardless. In the first few months of my time there, we had a major one: our API had slowed to a crawl, which pretty much broke our entire product. I was curious, so I jumped into the incident channel.</p><p class="">One endpoint in particular was consistently timing out, so we disabled it to get the system back up and running. Phew.</p><p class="">Now we had to understand why this had happened. There weren’t any recent changes that looked suspicious, so our attention shifted to the database. It turned out that the query plan for this particular query had changed, from something that was expensive but manageable, to something that was not at all manageable. We made a subtle change to the query which made the database revert to the ‘<em>good</em>’ query plan. Everything was back up and running: we’d fixed it.</p><p class="">Well, I say “<em>we</em>”… In fact, I watched quietly from the sidelines furiously taking notes. After the incident was over, I turned to a senior engineer in my team:</p><blockquote>What’s a query plan?</blockquote><p class="">At the time, I’m not sure whether I appreciated how lucky I was to experience such incidents, to join slack channels, take notes, and ask questions about subjects that I knew nothing about. But looking back now, I can see that there were five principal benefits to this early exposure.</p><h3 id="1-the-engineer-and-the-black-box-using-incidents-to-broaden-horizons" class=""><a class="heading-link" href="#1-the-engineer-and-the-black-box-using-incidents-to-broaden-horizons"><span class="icon icon-link"></span></a>1. The engineer and the black box: using incidents to broaden horizons</h3><p class="">As engineers, we live in a world full of black boxes - programming languages, frameworks, databases. Instead of forever opening these boxes up, we learn how to use the interface and move on. This is sensible; if we tried to understand how everything worked down to the metal we’d never get to ship anything.</p><p class=""><strong>But incidents force you to open the black boxes around you</strong>, peek inside, and learn just enough to solve the problem.</p><p class="">After that API problem, I read up on query plans. This proved useful; it was by no means our last query plan incident, and understanding query plans made me better at my day-to-day work; for the first time I was able to write code that scaled well without lots of trial and error.</p><p class="">Incidents give you great signal about which of these black boxes are worth opening, and a real-world example that you can use as a starting point.</p><h3 id="2-resilient-engineering-incidents-teach-you-to-build-systems-that-fail-gracefully" class=""><a class="heading-link" href="#2-resilient-engineering-incidents-teach-you-to-build-systems-that-fail-gracefully"><span class="icon icon-link"></span></a>2. Resilient engineering: incidents teach you to build systems that fail gracefully</h3><p class="">One of the key follow-ups from the API incident was to add statement timeouts on all our database calls. That meant that, if we issued a bad query, Postgres would try for a few seconds and then give up.</p><p class="">This is an excellent example of resilient engineering: our system could now handle unexpected failures. We didn’t need to know what would issue a bad query. Just that it was likely that something would.</p><p class="">It’s possible to read about a solution like that in a book, but nothing compares to seeing and applying it in action. During this incident, I learned a whole set of tools that I could employ to reduce the blast radius of potential failures - not just the statement timeouts which we implemented, but all the other options that the incident response team discussed and discarded.</p><h3 id="3-stocking-up-on-patterns-incidents-teach-you-how-to-make-systems-easier-to-debug" class=""><a class="heading-link" href="#3-stocking-up-on-patterns-incidents-teach-you-how-to-make-systems-easier-to-debug"><span class="icon icon-link"></span></a>3. Stocking up on patterns: incidents teach you how to make systems easier to debug</h3><p class=""><strong>Observability isn’t straightforward</strong>. I’ve shipped plenty of useless log lines and metrics. To build genuinely observable systems, you need to have empathy for your future self (or team mate) who’ll be debugging an issue. This empathy is hard to learn in the abstract.</p><p class="">The people I’ve met who do this well are leaning on their experience of debugging issues. They are pattern matching on things they’ve seen before, allowing them to identify useful places for logs and metrics.</p><p class="">Incidents are a great shortcut to get this kind of experience and build a repository of patterns that you can recognise going forwards</p><h3 id="4-fast-friendships-incidents-help-to-build-your-network" class=""><a class="heading-link" href="#4-fast-friendships-incidents-help-to-build-your-network"><span class="icon icon-link"></span></a>4. Fast friendships: incidents help to build your network</h3><p class="">Incidents provide a great opportunity to meet people outside your team, and forge strong relationships along the way. As psychologists have known for a while: there’s something about going through a stressful situation with someone that forges a connection more quickly than normal.</p><p class="">Most of the non-engineering folks I met at GoCardless I met during during incidents. Those relationships were really valuable: they gave me a mental map of the rest of the company, and meant that I had a friendly face I could talk to when I needed advice. And as I became more senior, that network became more important as I was responsible for larger and larger projects.</p><h3 id="5-enter-the-a-team-incidents-are-a-chance-to-learn-from-the-best" class=""><a class="heading-link" href="#5-enter-the-a-team-incidents-are-a-chance-to-learn-from-the-best"><span class="icon icon-link"></span></a>5. Enter the A-team: incidents are a chance to learn from the best</h3><p class="">When things go really wrong, people from all over the organization get pulled in to help fix it. But they’re not just any people. They’re the people with the most context, the most experience, whom everyone trusts to fix the problem. The people with the technical know-how to enter unknown territory.</p><p class="">Getting to spend time with these folks is rare; they’re likely to be some of the busiest people in the company. Incidents provide a unique opportunity to learn from them, and to see first-hand how they approach a challenging problem.</p><h2 id="what-does-a-healthy-incident-culture-look-like" class=""><a class="heading-link" href="#what-does-a-healthy-incident-culture-look-like"><span class="icon icon-link"></span></a>What does a healthy incident culture look like?</h2><p class="">These five benefits of seeing and handling incidents suggest something fundamental; <strong>incidents have unusually high information density</strong> <strong>compared with day-to-day work</strong>, and they <strong>enable you to piggy-back on the experience of others</strong>. The API incident, for example, gave me opportunities to learn much faster than I otherwise would have. Who knows how long it might have been before I’d realised that I needed to know what a query plan was? I probably wouldn’t have realised until my own code broke in the same way.</p><p class="">How can you make sure that your engineers have a healthy diet of incidents?</p><p class="">At GoCardless, I was lucky. Their culture and processes meant that I could see incident channels and follow along, giving me the opportunity to speed up my progression. But this isn’t always the case…</p><ul><li><strong>Some teams run incidents in private channels</strong> by default: operating an ‘invite only’ policy. That means that junior members, who want to observe rather than participate, might not even be aware that they’re happening.</li><li><strong>Sometimes people are excluded</strong> for other reasons: it’s not culturally encouraged to get involved - there’s an ‘in-group’ who handle all the incidents and everyone else should just get out of the way. Joining that in-group, even as a new senior, can become almost impossible.</li></ul><p class="">Let’s look at what we can do to build a culture where incidents are accessible, and where everyone can learn from them.</p><h3 id="first-declare-lots-of-incidents" class=""><a class="heading-link" href="#first-declare-lots-of-incidents"><span class="icon icon-link"></span></a>First, declare lots of incidents</h3><p class="">This is the single most impactful change you can make to your incident process. If you only declare incidents when things get really bad, you won’t get a chance to practise your incident process.</p><p class=""><strong>By lowering the bar for what counts</strong> as an incident, when the really bad ones do come around, the response is a well-oiled machine. It also helps with learning; when problems are handled as incidents, it makes them more accessible to everyone around you.</p><h3 id="second-encourage-everyone-to-participate" class=""><a class="heading-link" href="#second-encourage-everyone-to-participate"><span class="icon icon-link"></span></a>Second, encourage everyone to participate</h3><p class="">Incidents are great learning opportunities, and they should be accessible to everyone. <strong>Incident channels should be public by default</strong>, and engagement encouraged at all levels.</p><p class="">Of course there can be too much of a good thing: having 20 people descend into a minor incident channel may not be the best outcome. But most incidents can comfortably accommodate a few junior responders tagging along.</p><p class="">It doesn’t have to come at the cost of a good response. Junior responders can still learn without slowing things down:</p><ol><li>by asking questions to someone who’s not actively responding to the incident, or saving them up for after it’s resolved;</li><li>by reading debrief documents; and</li><li>by attending post-incident reviews.</li></ol><p class="">You could even <strong>compile a list of the best incident debriefs</strong> to share with new joiners. These debriefs are a great way to get started in a new company.</p><h3 id="third-get-into-the-habit-of-showing-your-working" class=""><a class="heading-link" href="#third-get-into-the-habit-of-showing-your-working"><span class="icon icon-link"></span></a>Third, get into the habit of showing your working</h3><p class="">In an incident, you should put as much information as you can into the incident channel. <em>What command did you run? what theory have you disproved?</em> If you’re debugging on your own this admittedly can feel a bit strange. I’ve been sat at 10pm in an incident channel having a conversation with myself. But it’s worth it, I promise.</p><p class="">It’s useful for your response as it means you don’t have to rely on your memory to know exactly what you’ve already tried and when.</p><p class="">Keeping a thorough record is also good for your teams. By writing everything down, you’re enabling everyone to learn from your experience: just because it’s obvious to you, it doesn’t mean it’s obvious to everyone.</p><p class=""><em>How do I go about showing my working?</em> Well, use <strong>public Slack channels</strong> wherever possible, and have <strong>a central location</strong> where everyone can go to find incidents that they might be interested in (using an incident management platform really does help with this one).</p><p class="">You can also read more in our <a href="https://incident.io/guide/response/show-your-working/" target="_blank" rel="noopener noreferrer" class="">Incident Management Guide</a>.</p><h3 id="and-finally-watch-out-for-anybody-playing-the-hero" class=""><a class="heading-link" href="#and-finally-watch-out-for-anybody-playing-the-hero"><span class="icon icon-link"></span></a>And, finally, watch out for anybody playing the hero</h3><p class="">Often, a single engineer takes on a lot of the incident response burden, fixing everything before anyone knows it’s broken. Maybe this is you.</p><p class="">This doesn’t end well for <a href="https://incident.io/guide/on-call/compassionate-on-call/#look-out-for-heroes" target="_blank" rel="noopener noreferrer" class="">the hero</a>; they’ll stop getting as much credit as they expect for fixing things. It becomes normalised. And what’s more, they’re at risk of burning out.</p><p class="">But the hero also causes problems for the rest of the team. Without meaning to, they are taking away these learning opportunities from everyone else by fixing things quietly in the corner. That means that nobody else is ever going to be as effective as the hero, because no-one’s had enough practice. A hero culture is not going to result in a high performing team.</p><p class="">If you think you get a lot of recognition for resolving incidents, imagine how much you’ll get for levelling up your whole team, for teaching them all how to run towards the fire.</p><p class=""></p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/fc6f140cbe4eef93d0d394ea5bc995d3d4b7ddb0-2000x1334.jpg?q=85&amp;auto=format" loading="lazy" width="2000" height="1334" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/fc6f140cbe4eef93d0d394ea5bc995d3d4b7ddb0-2000x1334.jpg?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span></figure><p class=""><em>Lisa Karlin Curtis was a senior engineer at GoCardless, a payments company. In 2021, she left to join incident.io as employee #2. This blog is adapted from a talk that Lisa gave at the LeadDev conference in June 2022.</em></p><p class=""><em>If you want to get in touch with Lisa, then feel free to reach out to her on Twitter <a href="https://twitter.com/paprikati_eng" target="_blank" rel="noopener noreferrer" class="">@paprikati_eng</a>. If you&#x27;re interested in incidents in general, incident.io has a Slack Community where we talk all things incident management: <a href="https://incident.io/community" target="_blank" rel="noopener noreferrer" class="">incident.io/community</a>.</em></p></div><div class="flex justify-between"><div class="flex gap-3"></div><div class="flex gap-6"><button title="Bluesky" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M407.8 294.7c-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3M288 227.1c-26.1-50.7-97.1-145.2-163.1-191.8C61.6-9.4 37.5-1.7 21.6 5.5 3.3 13.8 0 41.9 0 58.4S9.1 194 15 213.9c19.5 65.7 89.1 87.9 153.2 80.7 3.3-.5 6.6-.9 10-1.4-3.3.5-6.6 1-10 1.4-93.9 14-177.3 48.2-67.9 169.9C220.6 589.1 265.1 437.8 288 361.1c22.9 76.7 49.2 222.5 185.6 103.4 102.4-103.4 28.1-156-65.8-169.9-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3 64.1 7.1 133.6-15.1 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data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Lisa Karlin Curtis</div><div class="text-alarmalade-600 text-body-xs">Technical Lead</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/lisa">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Lisa</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">See related articles</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] 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12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="96c39cdc-e0c8-4ab5-833a-a0b3ddcfb262" class="group flex flex-col" href="/blog/introducing-investigations-powered-by-nexus"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Introducing Investigations, powered by Nexus." loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Introducing Investigations, powered by Nexus.</h3><p class="text-body-sm line-clamp-2">Today we&#x27;re launching Investigations: agentic root cause analysis that starts the moment you&#x27;re paged, figures out what broke and why, and works with your team through to resolution. Here&#x27;s what we built, what&#x27;s powering it, and why it took some time to get right.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Pete Hamilton" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Pete Hamilton</span></span></div><div class="text-body-sm text-content-secondary">August 5, 2026</div></div></div></a><a id="651de2c6-9c54-4c87-9ddd-0a7f5a01f0ad" class="group flex flex-col" href="/blog/fact-checking-pager-dutys-opsgenie-alternatives-comparison-table"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table" loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table</h3><p class="text-body-sm line-clamp-2">PagerDuty published a new comparison table about incident.io. Once again, it describes a product we don&#x27;t recognize. So once again, we&#x27;re correcting the record, row by row, with receipts.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 28, 2026</div></div></div></a><a id="9a857ba5-4802-4914-824c-4d39edf3d2bc" class="group flex flex-col" href="/blog/introducing-the-opsgenie-rescue-program"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Your genie is vanishing: introducing the Opsgenie rescue program" loading="lazy" width="2000" height="1125" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Your genie is vanishing: introducing the Opsgenie rescue program</h3><p class="text-body-sm line-clamp-2">Today, we&#x27;re launching the Opsgenie Rescue Program to make that landing soft: simplified migration and free overlap so you never pay two vendors at once.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex 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It was one of my first coding jobs, and in my time there I progressed to senior much faster than I had expected. When I reflect on how this happened, one pattern stands out to me; the big step changes in my understanding, and my ability to solve larger and more complex engineering problems, came as a result of incidents.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"30eeac8d2467\",\"_type\":\"block\",\"children\":[{\"_key\":\"30eeac8d24670\",\"_type\":\"span\",\"marks\":[],\"text\":\"When I encountered an incident, I was introduced to new technologies, learned new skills and met people who became some of my closest friends. And every time, I’d come out as a better engineer; I accelerated my career by running towards the fire.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"78b5a452bad0\",\"_type\":\"block\",\"children\":[{\"_key\":\"78b5a452bad00\",\"_type\":\"span\",\"marks\":[],\"text\":\"On the sidelines, furiously taking notes\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-on-the-sidelines-furiously-taking-notes\",\"slug\":\"on-the-sidelines-furiously-taking-notes\"}],\"style\":\"h3\"},{\"_key\":\"584917750164\",\"_type\":\"block\",\"children\":[{\"_key\":\"5849177501640\",\"_type\":\"span\",\"marks\":[],\"text\":\"I learnt to love incidents early on at GoCardless. In the first few months of my time there, we had a major one: our API had slowed to a crawl, which pretty much broke our entire product. I was curious, so I jumped into the incident channel.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d4c157c041a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"d4c157c041a80\",\"_type\":\"span\",\"marks\":[],\"text\":\"One endpoint in particular was consistently timing out, so we disabled it to get the system back up and running. Phew.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6cf9d04fb694\",\"_type\":\"block\",\"children\":[{\"_key\":\"6cf9d04fb6940\",\"_type\":\"span\",\"marks\":[],\"text\":\"Now we had to understand why this had happened. There weren’t any recent changes that looked suspicious, so our attention shifted to the database. It turned out that the query plan for this particular query had changed, from something that was expensive but manageable, to something that was not at all manageable. We made a subtle change to the query which made the database revert to the ‘\"},{\"_key\":\"6cf9d04fb6941\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"good\"},{\"_key\":\"6cf9d04fb6942\",\"_type\":\"span\",\"marks\":[],\"text\":\"’ query plan. Everything was back up and running: we’d fixed it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9d7ffaac6f32\",\"_type\":\"block\",\"children\":[{\"_key\":\"9d7ffaac6f320\",\"_type\":\"span\",\"marks\":[],\"text\":\"Well, I say “\"},{\"_key\":\"9d7ffaac6f321\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"we\"},{\"_key\":\"9d7ffaac6f322\",\"_type\":\"span\",\"marks\":[],\"text\":\"”… In fact, I watched quietly from the sidelines furiously taking notes. 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The engineer and the black box: using incidents to broaden horizons\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-1-the-engineer-and-the-black-box-using-incidents-to-broaden-horizons\",\"slug\":\"1-the-engineer-and-the-black-box-using-incidents-to-broaden-horizons\"}],\"style\":\"h3\"},{\"_key\":\"92cc4052f700\",\"_type\":\"block\",\"children\":[{\"_key\":\"92cc4052f7000\",\"_type\":\"span\",\"marks\":[],\"text\":\"As engineers, we live in a world full of black boxes - programming languages, frameworks, databases. Instead of forever opening these boxes up, we learn how to use the interface and move on. This is sensible; if we tried to understand how everything worked down to the metal we’d never get to ship anything.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"791d99e1f633\",\"_type\":\"block\",\"children\":[{\"_key\":\"791d99e1f6330\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"But incidents force you to open the black boxes around you\"},{\"_key\":\"791d99e1f6331\",\"_type\":\"span\",\"marks\":[],\"text\":\", peek inside, and learn just enough to solve the problem.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5591a16bf896\",\"_type\":\"block\",\"children\":[{\"_key\":\"5591a16bf8960\",\"_type\":\"span\",\"marks\":[],\"text\":\"After that API problem, I read up on query plans. This proved useful; it was by no means our last query plan incident, and understanding query plans made me better at my day-to-day work; for the first time I was able to write code that scaled well without lots of trial and error.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e40f3640c67e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e40f3640c67e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Incidents give you great signal about which of these black boxes are worth opening, and a real-world example that you can use as a starting point.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"21c1e6d67f51\",\"_type\":\"block\",\"children\":[{\"_key\":\"21c1e6d67f510\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Resilient engineering: incidents teach you to build systems that fail gracefully\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-2-resilient-engineering-incidents-teach-you-to-build-systems-that-fail-gracefully\",\"slug\":\"2-resilient-engineering-incidents-teach-you-to-build-systems-that-fail-gracefully\"}],\"style\":\"h3\"},{\"_key\":\"eea7a40e2551\",\"_type\":\"block\",\"children\":[{\"_key\":\"eea7a40e25510\",\"_type\":\"span\",\"marks\":[],\"text\":\"One of the key follow-ups from the API incident was to add statement timeouts on all our database calls. That meant that, if we issued a bad query, Postgres would try for a few seconds and then give up.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c18990f6bd5b\",\"_type\":\"block\",\"children\":[{\"_key\":\"c18990f6bd5b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is an excellent example of resilient engineering: our system could now handle unexpected failures. We didn’t need to know what would issue a bad query. Just that it was likely that something would.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ae68e7b66f62\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae68e7b66f620\",\"_type\":\"span\",\"marks\":[],\"text\":\"It’s possible to read about a solution like that in a book, but nothing compares to seeing and applying it in action. During this incident, I learned a whole set of tools that I could employ to reduce the blast radius of potential failures - not just the statement timeouts which we implemented, but all the other options that the incident response team discussed and discarded.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0502ba5e416c\",\"_type\":\"block\",\"children\":[{\"_key\":\"0502ba5e416c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Stocking up on patterns: incidents teach you how to make systems easier to debug\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-3-stocking-up-on-patterns-incidents-teach-you-how-to-make-systems-easier-to-debug\",\"slug\":\"3-stocking-up-on-patterns-incidents-teach-you-how-to-make-systems-easier-to-debug\"}],\"style\":\"h3\"},{\"_key\":\"96b3e24bf7e9\",\"_type\":\"block\",\"children\":[{\"_key\":\"96b3e24bf7e90\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Observability isn’t straightforward\"},{\"_key\":\"96b3e24bf7e91\",\"_type\":\"span\",\"marks\":[],\"text\":\". I’ve shipped plenty of useless log lines and metrics. To build genuinely observable systems, you need to have empathy for your future self (or team mate) who’ll be debugging an issue. This empathy is hard to learn in the abstract.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e90255f0a1ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"e90255f0a1ce0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The people I’ve met who do this well are leaning on their experience of debugging issues. They are pattern matching on things they’ve seen before, allowing them to identify useful places for logs and metrics.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ec747e68ed6f\",\"_type\":\"block\",\"children\":[{\"_key\":\"ec747e68ed6f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Incidents are a great shortcut to get this kind of experience and build a repository of patterns that you can recognise going forwards\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"13d51bb9ba81\",\"_type\":\"block\",\"children\":[{\"_key\":\"13d51bb9ba810\",\"_type\":\"span\",\"marks\":[],\"text\":\"4. Fast friendships: incidents help to build your network\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-4-fast-friendships-incidents-help-to-build-your-network\",\"slug\":\"4-fast-friendships-incidents-help-to-build-your-network\"}],\"style\":\"h3\"},{\"_key\":\"2d404f655a0c\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d404f655a0c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Incidents provide a great opportunity to meet people outside your team, and forge strong relationships along the way. As psychologists have known for a while: there’s something about going through a stressful situation with someone that forges a connection more quickly than normal.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bc20c4998107\",\"_type\":\"block\",\"children\":[{\"_key\":\"bc20c49981070\",\"_type\":\"span\",\"marks\":[],\"text\":\"Most of the non-engineering folks I met at GoCardless I met during during incidents. Those relationships were really valuable: they gave me a mental map of the rest of the company, and meant that I had a friendly face I could talk to when I needed advice. And as I became more senior, that network became more important as I was responsible for larger and larger projects.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6d3ba9437233\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d3ba94372330\",\"_type\":\"span\",\"marks\":[],\"text\":\"5. Enter the A-team: incidents are a chance to learn from the best\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-5-enter-the-a-team-incidents-are-a-chance-to-learn-from-the-best\",\"slug\":\"5-enter-the-a-team-incidents-are-a-chance-to-learn-from-the-best\"}],\"style\":\"h3\"},{\"_key\":\"94393969c310\",\"_type\":\"block\",\"children\":[{\"_key\":\"94393969c3100\",\"_type\":\"span\",\"marks\":[],\"text\":\"When things go really wrong, people from all over the organization get pulled in to help fix it. But they’re not just any people. They’re the people with the most context, the most experience, whom everyone trusts to fix the problem. The people with the technical know-how to enter unknown territory.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6fd4ed2dda22\",\"_type\":\"block\",\"children\":[{\"_key\":\"6fd4ed2dda220\",\"_type\":\"span\",\"marks\":[],\"text\":\"Getting to spend time with these folks is rare; they’re likely to be some of the busiest people in the company. Incidents provide a unique opportunity to learn from them, and to see first-hand how they approach a challenging problem.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f33582f32d2b\",\"_type\":\"block\",\"children\":[{\"_key\":\"f33582f32d2b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"What does a healthy incident culture look like?\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-what-does-a-healthy-incident-culture-look-like\",\"slug\":\"what-does-a-healthy-incident-culture-look-like\"}],\"style\":\"h2\"},{\"_key\":\"2cb411adf4e3\",\"_type\":\"block\",\"children\":[{\"_key\":\"2cb411adf4e30\",\"_type\":\"span\",\"marks\":[],\"text\":\"These five benefits of seeing and handling incidents suggest something fundamental; \"},{\"_key\":\"2cb411adf4e31\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"incidents have unusually high information density\"},{\"_key\":\"2cb411adf4e32\",\"_type\":\"span\",\"marks\":[],\"text\":\" \"},{\"_key\":\"2cb411adf4e33\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"compared with day-to-day work\"},{\"_key\":\"2cb411adf4e34\",\"_type\":\"span\",\"marks\":[],\"text\":\", and they \"},{\"_key\":\"2cb411adf4e35\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"enable you to piggy-back on the experience of others\"},{\"_key\":\"2cb411adf4e36\",\"_type\":\"span\",\"marks\":[],\"text\":\". The API incident, for example, gave me opportunities to learn much faster than I otherwise would have. Who knows how long it might have been before I’d realised that I needed to know what a query plan was? I probably wouldn’t have realised until my own code broke in the same way.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9b0801879eab\",\"_type\":\"block\",\"children\":[{\"_key\":\"9b0801879eab0\",\"_type\":\"span\",\"marks\":[],\"text\":\"How can you make sure that your engineers have a healthy diet of incidents?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6a8364a0db05\",\"_type\":\"block\",\"children\":[{\"_key\":\"6a8364a0db050\",\"_type\":\"span\",\"marks\":[],\"text\":\"At GoCardless, I was lucky. Their culture and processes meant that I could see incident channels and follow along, giving me the opportunity to speed up my progression. But this isn’t always the case…\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"88ef040118bc\",\"_type\":\"block\",\"children\":[{\"_key\":\"88ef040118bc0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Some teams run incidents in private channels\"},{\"_key\":\"88ef040118bc1\",\"_type\":\"span\",\"marks\":[],\"text\":\" by default: operating an ‘invite only’ policy. That means that junior members, who want to observe rather than participate, might not even be aware that they’re happening.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4445d737daa7\",\"_type\":\"block\",\"children\":[{\"_key\":\"4445d737daa70\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Sometimes people are excluded\"},{\"_key\":\"4445d737daa71\",\"_type\":\"span\",\"marks\":[],\"text\":\" for other reasons: it’s not culturally encouraged to get involved - there’s an ‘in-group’ who handle all the incidents and everyone else should just get out of the way. Joining that in-group, even as a new senior, can become almost impossible.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bd6093b54c31\",\"_type\":\"block\",\"children\":[{\"_key\":\"bd6093b54c310\",\"_type\":\"span\",\"marks\":[],\"text\":\"Let’s look at what we can do to build a culture where incidents are accessible, and where everyone can learn from them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8df3afa38f33\",\"_type\":\"block\",\"children\":[{\"_key\":\"8df3afa38f330\",\"_type\":\"span\",\"marks\":[],\"text\":\"First, declare lots of incidents\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-first-declare-lots-of-incidents\",\"slug\":\"first-declare-lots-of-incidents\"}],\"style\":\"h3\"},{\"_key\":\"edadc3d04a0c\",\"_type\":\"block\",\"children\":[{\"_key\":\"edadc3d04a0c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is the single most impactful change you can make to your incident process. If you only declare incidents when things get really bad, you won’t get a chance to practise your incident process.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2428f3c896f4\",\"_type\":\"block\",\"children\":[{\"_key\":\"2428f3c896f40\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"By lowering the bar for what counts\"},{\"_key\":\"2428f3c896f41\",\"_type\":\"span\",\"marks\":[],\"text\":\" as an incident, when the really bad ones do come around, the response is a well-oiled machine. It also helps with learning; when problems are handled as incidents, it makes them more accessible to everyone around you.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e785dd5225b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"e785dd5225b10\",\"_type\":\"span\",\"marks\":[],\"text\":\"Second, encourage everyone to participate\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-second-encourage-everyone-to-participate\",\"slug\":\"second-encourage-everyone-to-participate\"}],\"style\":\"h3\"},{\"_key\":\"e75a39c9f51a\",\"_type\":\"block\",\"children\":[{\"_key\":\"e75a39c9f51a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Incidents are great learning opportunities, and they should be accessible to everyone. \"},{\"_key\":\"e75a39c9f51a1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Incident channels should be public by default\"},{\"_key\":\"e75a39c9f51a2\",\"_type\":\"span\",\"marks\":[],\"text\":\", and engagement encouraged at all levels.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5c3a02049eeb\",\"_type\":\"block\",\"children\":[{\"_key\":\"5c3a02049eeb0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Of course there can be too much of a good thing: having 20 people descend into a minor incident channel may not be the best outcome. But most incidents can comfortably accommodate a few junior responders tagging along.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"db329e64098d\",\"_type\":\"block\",\"children\":[{\"_key\":\"db329e64098d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"It doesn’t have to come at the cost of a good response. Junior responders can still learn without slowing things down:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"989c0dcb6457\",\"_type\":\"block\",\"children\":[{\"_key\":\"989c0dcb64570\",\"_type\":\"span\",\"marks\":[],\"text\":\"by asking questions to someone who’s not actively responding to the incident, or saving them up for after it’s resolved;\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"686cee263268\",\"_type\":\"block\",\"children\":[{\"_key\":\"686cee2632680\",\"_type\":\"span\",\"marks\":[],\"text\":\"by reading debrief documents; and\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0fbb9fe89630\",\"_type\":\"block\",\"children\":[{\"_key\":\"0fbb9fe896300\",\"_type\":\"span\",\"marks\":[],\"text\":\"by attending post-incident reviews.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fd7774bcfac7\",\"_type\":\"block\",\"children\":[{\"_key\":\"fd7774bcfac70\",\"_type\":\"span\",\"marks\":[],\"text\":\"You could even \"},{\"_key\":\"fd7774bcfac71\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"compile a list of the best incident debriefs\"},{\"_key\":\"fd7774bcfac72\",\"_type\":\"span\",\"marks\":[],\"text\":\" to share with new joiners. These debriefs are a great way to get started in a new company.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"447aad23ae85\",\"_type\":\"block\",\"children\":[{\"_key\":\"447aad23ae850\",\"_type\":\"span\",\"marks\":[],\"text\":\"Third, get into the habit of showing your working\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-third-get-into-the-habit-of-showing-your-working\",\"slug\":\"third-get-into-the-habit-of-showing-your-working\"}],\"style\":\"h3\"},{\"_key\":\"4cc3516935cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"4cc3516935cf0\",\"_type\":\"span\",\"marks\":[],\"text\":\"In an incident, you should put as much information as you can into the incident channel. \"},{\"_key\":\"4cc3516935cf1\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"What command did you run? what theory have you disproved?\"},{\"_key\":\"4cc3516935cf2\",\"_type\":\"span\",\"marks\":[],\"text\":\" If you’re debugging on your own this admittedly can feel a bit strange. I’ve been sat at 10pm in an incident channel having a conversation with myself. But it’s worth it, I promise.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"acc7a7ada76c\",\"_type\":\"block\",\"children\":[{\"_key\":\"acc7a7ada76c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"It’s useful for your response as it means you don’t have to rely on your memory to know exactly what you’ve already tried and when.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2de1d91960f7\",\"_type\":\"block\",\"children\":[{\"_key\":\"2de1d91960f70\",\"_type\":\"span\",\"marks\":[],\"text\":\"Keeping a thorough record is also good for your teams. By writing everything down, you’re enabling everyone to learn from your experience: just because it’s obvious to you, it doesn’t mean it’s obvious to everyone.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"739526852736\",\"_type\":\"block\",\"children\":[{\"_key\":\"7395268527360\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"How do I go about showing my working?\"},{\"_key\":\"7395268527361\",\"_type\":\"span\",\"marks\":[],\"text\":\" Well, use \"},{\"_key\":\"7395268527362\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"public Slack channels\"},{\"_key\":\"7395268527363\",\"_type\":\"span\",\"marks\":[],\"text\":\" wherever possible, and have \"},{\"_key\":\"7395268527364\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"a central location\"},{\"_key\":\"7395268527365\",\"_type\":\"span\",\"marks\":[],\"text\":\" where everyone can go to find incidents that they might be interested in (using an incident management platform really does help with this one).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"63c16f777c76\",\"_type\":\"block\",\"children\":[{\"_key\":\"63c16f777c760\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can also read more in our \"},{\"_key\":\"63c16f777c761\",\"_type\":\"span\",\"marks\":[\"d99bef97769e\"],\"text\":\"Incident Management Guide\"},{\"_key\":\"63c16f777c762\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"d99bef97769e\",\"_type\":\"link\",\"href\":\"https://incident.io/guide/response/show-your-working/\"}],\"style\":\"normal\"},{\"_key\":\"d52c232d8379\",\"_type\":\"block\",\"children\":[{\"_key\":\"d52c232d83790\",\"_type\":\"span\",\"marks\":[],\"text\":\"And, finally, watch out for anybody playing the hero\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-and-finally-watch-out-for-anybody-playing-the-hero\",\"slug\":\"and-finally-watch-out-for-anybody-playing-the-hero\"}],\"style\":\"h3\"},{\"_key\":\"814449b65d52\",\"_type\":\"block\",\"children\":[{\"_key\":\"814449b65d520\",\"_type\":\"span\",\"marks\":[],\"text\":\"Often, a single engineer takes on a lot of the incident response burden, fixing everything before anyone knows it’s broken. Maybe this is you.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5e97397e57d1\",\"_type\":\"block\",\"children\":[{\"_key\":\"5e97397e57d10\",\"_type\":\"span\",\"marks\":[],\"text\":\"This doesn’t end well for \"},{\"_key\":\"5e97397e57d11\",\"_type\":\"span\",\"marks\":[\"0e1c5bf914b0\"],\"text\":\"the hero\"},{\"_key\":\"5e97397e57d12\",\"_type\":\"span\",\"marks\":[],\"text\":\"; they’ll stop getting as much credit as they expect for fixing things. It becomes normalised. And what’s more, they’re at risk of burning out.\"}],\"markDefs\":[{\"_key\":\"0e1c5bf914b0\",\"_type\":\"link\",\"href\":\"https://incident.io/guide/on-call/compassionate-on-call/#look-out-for-heroes\"}],\"style\":\"normal\"},{\"_key\":\"a594b9404714\",\"_type\":\"block\",\"children\":[{\"_key\":\"a594b94047140\",\"_type\":\"span\",\"marks\":[],\"text\":\"But the hero also causes problems for the rest of the team. Without meaning to, they are taking away these learning opportunities from everyone else by fixing things quietly in the corner. That means that nobody else is ever going to be as effective as the hero, because no-one’s had enough practice. A hero culture is not going to result in a high performing team.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"16dc5fa21d30\",\"_type\":\"block\",\"children\":[{\"_key\":\"16dc5fa21d300\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you think you get a lot of recognition for resolving incidents, imagine how much you’ll get for levelling up your whole team, for teaching them all how to run towards the fire.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f975dfa26877\",\"_type\":\"block\",\"children\":[{\"_key\":\"f975dfa268770\",\"_type\":\"span\",\"marks\":[],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4c3790f882e\",\"_type\":\"image\",\"asset\":{\"_ref\":\"image-fc6f140cbe4eef93d0d394ea5bc995d3d4b7ddb0-2000x1334-jpg\",\"_type\":\"reference\"},\"description\":\"A picture of Lisa\",\"markDefs\":null},{\"_key\":\"fe2232ddd707\",\"_type\":\"block\",\"children\":[{\"_key\":\"fe2232ddd7070\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Lisa Karlin Curtis was a senior engineer at GoCardless, a payments company. In 2021, she left to join incident.io as employee #2. This blog is adapted from a talk that Lisa gave at the LeadDev conference in June 2022.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"070be14e3d37\",\"_type\":\"block\",\"children\":[{\"_key\":\"070be14e3d370\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"If you want to get in touch with Lisa, then feel free to reach out to her on Twitter \"},{\"_key\":\"070be14e3d371\",\"_type\":\"span\",\"marks\":[\"em\",\"3957ff67f7b8\"],\"text\":\"@paprikati_eng\"},{\"_key\":\"070be14e3d372\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\". If you're interested in incidents in general, incident.io has a Slack Community where we talk all things incident management: \"},{\"_key\":\"070be14e3d373\",\"_type\":\"span\",\"marks\":[\"em\",\"177973c97b7a\"],\"text\":\"incident.io/community\"},{\"_key\":\"070be14e3d374\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"3957ff67f7b8\",\"_type\":\"link\",\"href\":\"https://twitter.com/paprikati_eng\"},{\"_key\":\"177973c97b7a\",\"_type\":\"link\",\"href\":\"http://incident.io/community\"}],\"style\":\"normal\"}],\"category\":{\"id\":\"article\",\"name\":\"Article\"},\"date\":\"2022-08-31T00:00:00.000Z\",\"description\":\"How to accelerate your career by running towards the fire.\",\"faqs\":{\"title\":\"FAQs\",\"items\":[]},\"heroImg\":\"https://cdn.sanity.io/images/oqy5aexb/production/c8d4f1c2e89902026a6cdbbe43b9c009a67d0794-1920x1080.png?w=2000\u0026fit=max\u0026auto=format\",\"heroImgAlt\":\"\",\"heroImgCreditName\":null,\"heroImgCreditUrl\":null,\"isFeatured\":null,\"isHeroImgHidden\":null,\"isHiddenFromLists\":null,\"mediaBox\":\"$undefined\",\"ogCardStyle\":null,\"ogDescription\":null,\"ogImage\":\"\",\"ogTitle\":null,\"priority\":50,\"readingTime\":{\"minutes\":12,\"text\":\"12 min read\"},\"related\":[{\"_id\":\"96c39cdc-e0c8-4ab5-833a-a0b3ddcfb262\",\"_type\":\"blog\",\"authors\":[{\"avatar\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-4884ed999f884514b6fc1571af01407f7c78c286-512x512-png\",\"_type\":\"reference\"}},\"bio\":null,\"id\":\"pete\",\"name\":\"Pete Hamilton\",\"title\":\"Co-Founder \u0026 CTO\"}],\"category\":{\"id\":\"article\",\"name\":\"Article\"},\"date\":\"2026-08-05T13:48:00.000Z\",\"description\":\"Today we're launching Investigations: agentic root cause analysis that starts the moment you're paged, figures out what broke and why, and works with your team through to resolution. 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