1473 lines
54 KiB
HTML
1473 lines
54 KiB
HTML
<!DOCTYPE html>
|
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<html dir='ltr' xmlns='http://www.w3.org/1999/xhtml' xmlns:b='http://www.google.com/2005/gml/b' xmlns:data='http://www.google.com/2005/gml/data' xmlns:expr='http://www.google.com/2005/gml/expr'>
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<head>
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<link href='https://www.blogger.com/static/v1/widgets/4165133002-widget_css_bundle.css' rel='stylesheet' type='text/css'/>
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<meta content='text/html; charset=UTF-8' http-equiv='Content-Type'/>
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<meta content='blogger' name='generator'/>
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<link href='https://sysadvent.blogspot.com/favicon.ico' rel='icon' type='image/x-icon'/>
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<link href='https://sysadvent.blogspot.com/2021/12/day-22-so-youre-incident-commander-now.html' rel='canonical'/>
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<link rel="alternate" type="application/atom+xml" title="sysadvent - Atom" href="https://sysadvent.blogspot.com/feeds/posts/default" />
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<link rel="alternate" type="application/rss+xml" title="sysadvent - RSS" href="https://sysadvent.blogspot.com/feeds/posts/default?alt=rss" />
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<link rel="service.post" type="application/atom+xml" title="sysadvent - Atom" href="https://www.blogger.com/feeds/3615332969083650973/posts/default" />
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<link rel="alternate" type="application/atom+xml" title="sysadvent - Atom" href="https://sysadvent.blogspot.com/feeds/9028706749643882414/comments/default" />
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<!--Can't find substitution for tag [blog.ieCssRetrofitLinks]-->
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<meta content='https://sysadvent.blogspot.com/2021/12/day-22-so-youre-incident-commander-now.html' property='og:url'/>
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<meta content='Day 22 - So, You're Incident Commander, Now What?' property='og:title'/>
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<meta content=' By: Joshua Timberman ( @jtimberman ) You’re the SRE on call and, while working on a project, your phone buzzes with an alert: “Eleva...' property='og:description'/>
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<title>
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sysadvent: Day 22 - So, You're Incident Commander, Now What?
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</title>
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<style id='page-skin-1' type='text/css'><!--
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/*
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-----------------------------------------------
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Blogger Template Style
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Name: Minima
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Designer: Douglas Bowman
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URL: www.stopdesign.com
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Date: 26 Feb 2004
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Updated by: Blogger Team
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||
----------------------------------------------- */
|
||
/* Variable definitions
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||
====================
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<Variable name="bgcolor" description="Page Background Color"
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type="color" default="#fff">
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<Variable name="textcolor" description="Text Color"
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type="color" default="#333">
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<Variable name="linkcolor" description="Link Color"
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type="color" default="#58a">
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<Variable name="pagetitlecolor" description="Blog Title Color"
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type="color" default="#666">
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<Variable name="descriptioncolor" description="Blog Description Color"
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type="color" default="#999">
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<Variable name="titlecolor" description="Post Title Color"
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type="color" default="#c60">
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<Variable name="bordercolor" description="Border Color"
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type="color" default="#ccc">
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<Variable name="sidebarcolor" description="Sidebar Title Color"
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type="color" default="#999">
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<Variable name="sidebartextcolor" description="Sidebar Text Color"
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type="color" default="#666">
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<Variable name="visitedlinkcolor" description="Visited Link Color"
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type="color" default="#999">
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<Variable name="bodyfont" description="Text Font"
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type="font" default="normal normal 100% Georgia, Serif">
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<Variable name="headerfont" description="Sidebar Title Font"
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type="font"
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default="normal normal 78% 'Trebuchet MS',Trebuchet,Arial,Verdana,Sans-serif">
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<Variable name="pagetitlefont" description="Blog Title Font"
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type="font"
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default="normal normal 200% Georgia, Serif">
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<Variable name="descriptionfont" description="Blog Description Font"
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type="font"
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default="normal normal 78% 'Trebuchet MS', Trebuchet, Arial, Verdana, Sans-serif">
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type="font"
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type="automatic" default="left">
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<Variable name="endSide" description="Side where text ends in blog language"
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type="automatic" default="right">
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*/
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/* Use this with templates/template-twocol.html */
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body {
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background:#ffffff;
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margin:0;
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color:#333333;
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font:x-small Georgia Serif;
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font-size/* */:/**/small;
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font-size: /**/small;
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text-align: center;
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}
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a:link {
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color:#5588aa;
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text-decoration:none;
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}
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a:visited {
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color:#999999;
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text-decoration:none;
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}
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a:hover {
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color:#cc6600;
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text-decoration:underline;
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}
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a img {
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border-width:0;
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}
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/* Header
|
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-----------------------------------------------
|
||
*/
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#header-wrapper {
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width:760px;
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margin:0 auto 10px;
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/*border:1px solid #cccccc;*/
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}
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#header-inner {
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background-position: center;
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margin-left: auto;
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margin-right: auto;
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}
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#header {
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margin: 5px;
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/*border: 1px solid #cccccc;*/
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text-align: center;
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color:#666666;
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}
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#header h1 {
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margin:5px 5px 0;
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padding:15px 20px .25em;
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letter-spacing:.2em;
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font: normal normal 200% Georgia, Serif;
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}
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#header a {
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color:#666666;
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text-decoration:none;
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}
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#header a:hover {
|
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color:#666666;
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}
|
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#header .description {
|
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margin:0 5px 5px;
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padding:0 20px 15px;
|
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max-width:800px;
|
||
text-transform:uppercase;
|
||
letter-spacing:.2em;
|
||
line-height: 1.4em;
|
||
font: normal normal 78% 'Trebuchet MS', Trebuchet, Arial, Verdana, Sans-serif;
|
||
color: #999999;
|
||
}
|
||
#header img {
|
||
margin-left: auto;
|
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margin-right: auto;
|
||
}
|
||
/* Outer-Wrapper
|
||
----------------------------------------------- */
|
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#outer-wrapper {
|
||
width: 760px;
|
||
margin:0 auto;
|
||
padding:10px;
|
||
text-align:left;
|
||
font: normal normal 100% Arimo;
|
||
}
|
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#main-wrapper {
|
||
width: 510px;
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float: left;
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||
word-wrap: break-word; /* fix for long text breaking sidebar float in IE */
|
||
overflow: hidden; /* fix for long non-text content breaking IE sidebar float */
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}
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#sidebar-wrapper {
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||
width: 220px;
|
||
float: right;
|
||
word-wrap: break-word; /* fix for long text breaking sidebar float in IE */
|
||
overflow: hidden; /* fix for long non-text content breaking IE sidebar float */
|
||
}
|
||
/* Headings
|
||
----------------------------------------------- */
|
||
h2 {
|
||
margin:1.5em 0 .75em;
|
||
font:normal normal 130% Allerta;
|
||
line-height: 1.4em;
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text-transform:uppercase;
|
||
letter-spacing:.2em;
|
||
color:#999999;
|
||
}
|
||
/* Posts
|
||
-----------------------------------------------
|
||
*/
|
||
h2.date-header {
|
||
margin:1.5em 0 .5em;
|
||
}
|
||
.post {
|
||
margin:.5em 0 1.5em;
|
||
border-bottom:1px dotted #cccccc;
|
||
padding-bottom:1.5em;
|
||
}
|
||
.post h3 {
|
||
margin:.25em 0 0;
|
||
padding:0 0 4px;
|
||
font-size:140%;
|
||
font-weight:normal;
|
||
line-height:1.4em;
|
||
color:#cc6600;
|
||
}
|
||
.post h3 a, .post h3 a:visited, .post h3 strong {
|
||
display:block;
|
||
text-decoration:none;
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color:#cc6600;
|
||
font-weight:normal;
|
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}
|
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.post h3 strong, .post h3 a:hover {
|
||
color:#333333;
|
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}
|
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.post-body {
|
||
margin:0 0 .75em;
|
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line-height:1.6em;
|
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}
|
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.post-body blockquote {
|
||
line-height:1.3em;
|
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}
|
||
.post-footer {
|
||
margin: .75em 0;
|
||
color:#999999;
|
||
text-transform:uppercase;
|
||
letter-spacing:.1em;
|
||
font: normal normal 78% 'Trebuchet MS', Trebuchet, Arial, Verdana, Sans-serif;
|
||
line-height: 1.4em;
|
||
}
|
||
.comment-link {
|
||
margin-left:.6em;
|
||
}
|
||
.post img {
|
||
padding:4px;
|
||
border:1px solid #cccccc;
|
||
}
|
||
.post blockquote {
|
||
margin:1em 20px;
|
||
}
|
||
.post blockquote p {
|
||
margin:.75em 0;
|
||
}
|
||
.post pre {
|
||
overflow: auto;
|
||
padding-left: 5px;
|
||
padding-right: 5px;
|
||
border: 1px solid #CCCCFF !important;
|
||
}
|
||
.post pre a {
|
||
text-decoration: underline;
|
||
}
|
||
/* Comments
|
||
----------------------------------------------- */
|
||
#comments h4 {
|
||
margin:1em 0;
|
||
font-weight: bold;
|
||
line-height: 1.4em;
|
||
text-transform:uppercase;
|
||
letter-spacing:.2em;
|
||
color: #999999;
|
||
}
|
||
#comments-block {
|
||
margin:1em 0 1.5em;
|
||
line-height:1.6em;
|
||
}
|
||
#comments-block .comment-author {
|
||
margin:.5em 0;
|
||
}
|
||
#comments-block .comment-body {
|
||
margin:.25em 0 0;
|
||
}
|
||
#comments-block .comment-footer {
|
||
margin:-.25em 0 2em;
|
||
line-height: 1.4em;
|
||
text-transform:uppercase;
|
||
letter-spacing:.1em;
|
||
}
|
||
#comments-block .comment-body p {
|
||
margin:0 0 .75em;
|
||
}
|
||
.deleted-comment {
|
||
font-style:italic;
|
||
color:gray;
|
||
}
|
||
#blog-pager-newer-link {
|
||
float: left;
|
||
}
|
||
#blog-pager-older-link {
|
||
float: right;
|
||
}
|
||
#blog-pager {
|
||
text-align: center;
|
||
}
|
||
.feed-links {
|
||
clear: both;
|
||
line-height: 2.5em;
|
||
}
|
||
/* Sidebar Content
|
||
----------------------------------------------- */
|
||
.sidebar {
|
||
color: #666666;
|
||
line-height: 1.5em;
|
||
}
|
||
.sidebar ul {
|
||
list-style:none;
|
||
margin:0 0 0;
|
||
padding:0 0 0;
|
||
}
|
||
.sidebar li {
|
||
margin:0;
|
||
padding-top:0;
|
||
padding-right:0;
|
||
padding-bottom:.25em;
|
||
padding-left:15px;
|
||
text-indent:-15px;
|
||
line-height:1.5em;
|
||
}
|
||
.sidebar .widget, .main .widget {
|
||
border-bottom:1px dotted #cccccc;
|
||
margin:0 0 1.5em;
|
||
padding:0 0 1.5em;
|
||
}
|
||
.main .Blog {
|
||
border-bottom-width: 0;
|
||
}
|
||
/* Profile
|
||
----------------------------------------------- */
|
||
.profile-img {
|
||
float: left;
|
||
margin-top: 0;
|
||
margin-right: 5px;
|
||
margin-bottom: 5px;
|
||
margin-left: 0;
|
||
padding: 4px;
|
||
border: 1px solid #cccccc;
|
||
}
|
||
.profile-data {
|
||
margin:0;
|
||
text-transform:uppercase;
|
||
letter-spacing:.1em;
|
||
font: normal normal 78% 'Trebuchet MS', Trebuchet, Arial, Verdana, Sans-serif;
|
||
color: #999999;
|
||
font-weight: bold;
|
||
line-height: 1.6em;
|
||
}
|
||
.profile-datablock {
|
||
margin:.5em 0 .5em;
|
||
}
|
||
.profile-textblock {
|
||
margin: 0.5em 0;
|
||
line-height: 1.6em;
|
||
}
|
||
.profile-link {
|
||
font: normal normal 78% 'Trebuchet MS', Trebuchet, Arial, Verdana, Sans-serif;
|
||
text-transform: uppercase;
|
||
letter-spacing: .1em;
|
||
}
|
||
/* Footer
|
||
----------------------------------------------- */
|
||
#footer {
|
||
width:760px;
|
||
clear:both;
|
||
margin:0 auto;
|
||
padding-top:15px;
|
||
line-height: 1.6em;
|
||
text-transform:uppercase;
|
||
letter-spacing:.1em;
|
||
text-align: center;
|
||
}
|
||
@media only screen and (max-width:480px) {
|
||
a:link {
|
||
color: #d12a39;
|
||
}
|
||
.mobile-link-button {
|
||
background-color: #d12a39;
|
||
}
|
||
.mobile-link-button a:link, .mobile-link-button a:visited {
|
||
color: #ffffff;
|
||
}
|
||
}
|
||
|
||
--></style>
|
||
<link href='https://www.blogger.com/dyncss/3615332969083650973/authorization.css?zx=24cd04b2-38ff-45f4-a3f0-f0a07f75ec8f' media='none' onload='if(media!='all')media='all'' rel='stylesheet'/><noscript><link href='https://www.blogger.com/dyncss/3615332969083650973/authorization.css?zx=24cd04b2-38ff-45f4-a3f0-f0a07f75ec8f' rel='stylesheet'/></noscript>
|
||
<meta name='google-adsense-platform-account' content='ca-host-pub-1556223355139109'/>
|
||
<meta name='google-adsense-platform-domain' content='blogspot.com'/>
|
||
|
||
<!-- data-ad-client=ca-pub-6194074709963145 -->
|
||
|
||
</head>
|
||
<body>
|
||
<div class='navbar section' id='navbar'><div class='widget Navbar' data-version='1' id='Navbar1'><script type="text/javascript">
|
||
function setAttributeOnload(object, attribute, val) {
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||
if(window.addEventListener) {
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window.addEventListener('load',
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function(){ object[attribute] = val; }, false);
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} else {
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window.attachEvent('onload', function(){ object[attribute] = val; });
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}
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}
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<div id="navbar-iframe-container"></div>
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<script type="text/javascript" src="https://apis.google.com/js/platform.js"></script>
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<script type="text/javascript">
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gapi.load("gapi.iframes:gapi.iframes.style.bubble", function() {
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gapi.iframes.getContext().openChild({
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where: document.getElementById("navbar-iframe-container"),
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id: "navbar-iframe"
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});
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</script><script type="text/javascript">
|
||
(function() {
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December 22, 2021
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<h3 class='post-title entry-title'>
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<a href='https://sysadvent.blogspot.com/2021/12/day-22-so-youre-incident-commander-now.html'>
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Day 22 - So, You're Incident Commander, Now What?
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</a>
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</h3>
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<div class='post-header-line-1'></div>
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<div class='post-body entry-content'>
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<p>
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By: Joshua Timberman (<a href="https://twitter.com/jtimberman">@jtimberman</a>)<br />
|
||
</p>
|
||
<p>
|
||
You’re the SRE on call and, while working on a project, your phone buzzes with
|
||
an alert: “Elevated 500s from API.”
|
||
</p>
|
||
<p>
|
||
You’re a software developer, and your team lead posts in Slack: “Hey, the
|
||
library we use for our payment processing endpoint has a remote exploit.”
|
||
</p>
|
||
<p>
|
||
You work on the customer success team and, during a routine sync with a
|
||
high-profile customer, they install the new version of your client CLI. Then,
|
||
when they run <em>any</em> command, it exits with a non-zero return code.
|
||
</p>
|
||
<p>
|
||
An incident is <em>any</em> situation that disrupts the ability of customers to
|
||
use a system, service, or software product in a safe and secure manner. And in
|
||
each of the incidents above, the person who noticed the incident first will most
|
||
likely become the incident commander. So, now what?
|
||
</p>
|
||
<h2>What does it mean to be an incident commander?</h2>
|
||
<p>
|
||
Once an individual identifies an incident, one or more people will respond to
|
||
it. Their goal is to resolve the incident and return systems, services, or other
|
||
software back to a functional state. While an incident may have a few or many
|
||
responders—only one person is the incident commander. This role is not about
|
||
experience, seniority, or position on an org chart; it is to ensure that
|
||
progress is being made to resolve the incident. The incident commander must
|
||
think about the inputs from the incident, make decisions about what to do next,
|
||
and communicate with others about what is happening. The incident commander also
|
||
determines when the incident is resolved based on the information they have.
|
||
After the incident is over, the incident commander is also responsible for
|
||
conducting a post-incident analysis and review to summarize what happened, what
|
||
the team learned, and what will be done to mitigate the risk of a similar
|
||
incident happening in the future.
|
||
</p>
|
||
<p>
|
||
Having a single person—the incident commander—be responsible for handling the
|
||
incident, delegating responsibility to others, determining when the incident is
|
||
resolved, and conducting the post-incident review is one of the most effective
|
||
incident management strategies.
|
||
</p>
|
||
<h2>How do you become an incident commander?</h2>
|
||
<p>
|
||
Organizations vary on how a team member can become an incident commander. Some
|
||
call upon the first responder to an incident. Others require specific training
|
||
and have an on-call rotation of just incident commanders. However you find
|
||
yourself in the role of incident commander, you should be trusted and empowered
|
||
by your organization to lead the effort to resolve the incident.
|
||
</p>
|
||
<h2>Now what?</h2>
|
||
<p>
|
||
Now that you’re incident commander, follow your organizations’ incident response
|
||
procedure for the specifics about what to do. But for more general questions,
|
||
we’ve got some guidance.
|
||
</p>
|
||
<h3>What are the best strategies for communication and coordination?</h3>
|
||
<p>
|
||
One of an incident commander’s primary tasks is to communicate with relevant
|
||
teams and stakeholders about the status of the incident and to coordinate with
|
||
other teams to ensure the right people are involved.
|
||
</p>
|
||
<p>
|
||
If your <a href="https://allma.io/blog/effective-incident-management-using-slack">primary
|
||
communication tool is Slack</a>, use a separate channel for each incident.
|
||
Prefix any time-sensitive notes with “timeline” or “TL” so they are easy to find
|
||
later. If higher-bandwidth communication is required, use a video conference,
|
||
and keep the channel updated with important information and interactions. When
|
||
an incident affects external customers, be sure to update them as required by
|
||
your support teams and agreements with customers.
|
||
</p>
|
||
<p>
|
||
In the case of a security incident, there may be additional communications
|
||
requirements with your organization’s legal and/or marketing teams. Legal
|
||
considerations to communicate may include:
|
||
</p>
|
||
<ul>
|
||
<li>Statutory or regulatory reporting
|
||
<li>Contractual commitments and obligations to customers
|
||
<li>Insurance claims
|
||
</li>
|
||
</ul>
|
||
<p>
|
||
Marketing considerations to communicate may include:
|
||
</p>
|
||
<ul>
|
||
<li>Sensitive information from customer data exposure
|
||
<li>“Zero Day” exploits
|
||
<li>Special messaging requirements, e.g. for publicly traded companies
|
||
</li>
|
||
</ul>
|
||
<h3>When should you hand off a long-running incident?</h3>
|
||
<p>
|
||
During an extended outage or other long-running incident, you will likely need a
|
||
break. Whether you are feeling overwhelmed, or that you would contribute better
|
||
by working on a solution for the incident itself, or that you need to eat, take
|
||
care of your family, or sleep—all are good reasons to hand off the incident
|
||
command to someone else.
|
||
</p>
|
||
<p>
|
||
Coordinate with your other responders in the appropriate channel, whether that’s
|
||
in a Slack chat or in a Zoom meeting. If necessary, escalate by having someone
|
||
paged out to get help. Once someone else can take over, communicate with them
|
||
on the latest progress, the current steps being taken, and who else is involved
|
||
with the incident. Remember, we’re all human and we need breaks.
|
||
</p>
|
||
<h3>How should you approach post-incident analysis and review?</h3>
|
||
<p>
|
||
One of an incident commander’s most important jobs is to conduct a post-incident
|
||
analysis and review after the incident is resolved. This meeting must be
|
||
<em>blameless</em>: That is, the goal of the meeting is to learn what happened,
|
||
determine what contributing factors led to the incident, and take action to
|
||
mitigate the risk of such an incident happening in the future. It’s also to
|
||
establish a timeline of events, demonstrate an understanding of the problems,
|
||
and set up the organization for future success in mitigating that problem.
|
||
</p>
|
||
<p>
|
||
The sooner the incident analysis and review meeting occurs after the incident is
|
||
resolved, the better. You should ensure adequate rest time for yourself and
|
||
other responders, but the review meeting should happen within 24 hours—and
|
||
ideally not longer than two business days after the incident. The incident
|
||
commander (or commanders) must attend, as they have the most context on what
|
||
happened and what decisions were made. Any responders who performed significant
|
||
remediation steps or investigation must also attend so they can share what they
|
||
learned and what they did during the incident.
|
||
</p>
|
||
<p>
|
||
Because the systems that fail and cause incidents are complex, a good analysis
|
||
and review process is complex. Let’s break it down:
|
||
</p>
|
||
<h4>Describe the incident</h4>
|
||
<p>
|
||
The incident commander will describe the incident. This description should
|
||
detail the impact as well as its scope, i.e., whether the incident affected
|
||
internal or external users, how long it took to discover, how long it took to
|
||
recover, and what major steps were taken to resolve the incident.
|
||
</p>
|
||
<p>
|
||
“The platform was down” is not a good description.
|
||
</p>
|
||
<p>
|
||
“On its 5 minute check interval, our monitoring system alerted the on-call
|
||
engineer that the API service was non-responsive, which meant external customers
|
||
could not run their workflows for 15 minutes until we were able to restart the
|
||
message queue” is a good description.
|
||
</p>
|
||
<h4>Contributing factors</h4>
|
||
<p>
|
||
Successful incident analysis should identify the contributing factors and places
|
||
where improvements can be made to systems and software. Our world is complex,
|
||
and technology stacks have multiple moving parts and places where failures
|
||
occur. Not only can a contributing factor be something technical like “a
|
||
configuration change was made to an application,” it can be nontechnical like
|
||
“the organization didn’t budget for new hardware to improve performance.” In
|
||
reviewing the incident for contributing factors, incident commanders and
|
||
responders are looking for areas for improvement in order to identify potential
|
||
corrective actions.
|
||
</p>
|
||
<h4>Corrective action items</h4>
|
||
<p>
|
||
Finally, incident analysis should determine corrective action items. These must
|
||
be specific work items that are assigned to a person or a team accountable for
|
||
their completion, and they must be the primary work priority for that person or
|
||
team. These aren’t “nice to have,” these are “must do to ensure the safe and
|
||
reliable operation of the site or service.” Such tasks aren’t necessarily the
|
||
actions taken during the incident to stabilize or remediate a problem, which are
|
||
often temporary workarounds to restore service. A corrective action can be as
|
||
simple as adding new monitoring alerts or system metrics that weren’t
|
||
implemented before. It can also be as complex as rebuilding a database cluster
|
||
with a different high availability strategy or migrating to a different database
|
||
service entirely.
|
||
</p>
|
||
<h2>Conclusion</h2>
|
||
<p>
|
||
If you’ve recently been the incident commander for your first
|
||
incident—congratulations. You’ve worked to solve a hard problem that had a lot
|
||
of moving parts. You took on the role and communicated with the relevant teams
|
||
and stakeholders. Then, you got some much needed rest and conducted a successful
|
||
post-incident analysis. Your team identified corrective actions, and your site
|
||
or service is going to be more reliable for your customers.
|
||
</p>
|
||
<p>
|
||
Incident management is one of the most stressful aspects of operations work for
|
||
DevOps and SRE professionals. The first time you become an incident commander,
|
||
it may be confusing or upsetting. Don’t panic. You’re doing just fine, and
|
||
you’ll keep getting better.
|
||
</p>
|
||
<h2>Further reading</h2>
|
||
<p>
|
||
If you’re new to post incident analysis and review, check out <a href="https://www.jeli.io/howie-the-post-incident-guide/">Howie: The
|
||
Post-Incident Guide</a> from Jeli.
|
||
</p>
|
||
<p>
|
||
PagerDuty also has extensive documentation on <a href="https://response.pagerduty.com/">incident response</a> and <a href="https://response.pagerduty.com/training/incident_commander/">incident
|
||
command</a>.
|
||
</p>
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Day 23 - What is eBPF?
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Day 22 - So, You're Incident Commander, Now What?
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Day 19 - Into the World of Chaos Engineering
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Day 18 - Minimizing False Positive Monitoring Aler...
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Day 17 - Death to Localhost: The Benefits of Devel...
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Day 16 - Setting up k3s in your home lab
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Day 15 - Introduction to the PagerDuty API
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Day 14 - What's in a job description (and who does...
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Day 13 - Ephemeral PR Environments: Enabling autom...
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Day 11 - Moving from Engineering Manager to IC
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||
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Day 10 - Assembling Your Year In Review
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Day 7 - Baking Multi-architecture Docker Images
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Day 6 - More to come tomorrow!
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Day 5 - Least Privilege using strace
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Day 4 - GWLB: Panacea for Cloud DMZ on AWS
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Day 3 - Keeping Config Management Simple with Itamae
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Day 1 - The Myths and the Magic in My Search for A...
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