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type="application/ld+json">{"@context":"https://schema.org","@type":"BlogPosting","headline":"AI handles incidents, engineers lose touch with their systems","description":"AI-assisted incident response can lower MTTR while leaving engineers less prepared for the complex incidents automation cannot solve.","datePublished":"2026-09-04","dateModified":"2026-09-04","mainEntityOfPage":"https://www.sylvainkalache.com/blog/ai-handles-incidents-engineers-lose-touch-with-their-systems","url":"https://www.sylvainkalache.com/blog/ai-handles-incidents-engineers-lose-touch-with-their-systems","image":"https://www.sylvainkalache.com/blog/ai-handles-incidents-engineers-lose-touch-with-their-systems/social-card.jpg","author":{"@type":"Person","@id":"https://www.sylvainkalache.com/#person","name":"Sylvain Kalache","url":"https://www.sylvainkalache.com/my-story"},"publisher":{"@type":"Person","@id":"https://www.sylvainkalache.com/#person","name":"Sylvain Kalache","url":"https://www.sylvainkalache.com/my-story"},"keywords":"AI Engineering, Software Reliability, Incident Management","wordCount":911}</script><article class="mx-auto max-w-2xl px-6 pb-20 pt-20"><a class="inline-flex items-center gap-2 font-mono text-xs text-muted-foreground transition-colors hover:text-accent" href="/blog"><svg xmlns="http://www.w3.org/2000/svg" width="14" height="14" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-left" aria-hidden="true"><path d="m12 19-7-7 7-7"></path><path d="M19 12H5"></path></svg>Back to the blog</a><header class="mt-6"><h1 class="text-balance text-3xl font-bold leading-tight tracking-tight text-foreground sm:text-4xl lg:text-[2.5rem]">AI handles incidents, engineers lose touch with their systems</h1><a href="https://news.ycombinator.com/item?id=49574167" target="_blank" rel="noopener noreferrer" class="mt-5 inline-flex items-center gap-2 rounded-lg border border-[#ff6600]/30 bg-[#ff6600]/5 px-3 py-1.5 font-mono text-xs text-muted-foreground transition-colors hover:border-[#ff6600]/60 hover:bg-[#ff6600]/10 hover:text-foreground"><span aria-hidden="true" class="grid h-[15px] w-[15px] shrink-0 place-items-center rounded-[3px] bg-[#ff6600] text-[10px] font-bold leading-none text-white">Y</span>Discussed on Hacker News<span aria-hidden="true" class="text-[#ff6600]/40">·</span><span class="text-[#ff6600]">418<!-- --> points</span><svg xmlns="http://www.w3.org/2000/svg" width="13" height="13" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right opacity-60" aria-hidden="true"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></a></header><div class="prose dark:prose-invert prose-lg mt-12 max-w-none prose-headings:font-semibold prose-headings:tracking-tight prose-a:text-accent prose-a:decoration-accent/40 prose-blockquote:border-accent prose-blockquote:text-muted-foreground prose-code:text-accent prose-hr:border-border prose-strong:text-foreground"><p>When I was an SRE at LinkedIn, back in 2012, I designed a system that could heal itself and learn from previous incidents. AI capabilities were nowhere near what we have today, and that remained a prototype, but this is now a reality.</p>
<p>These tools do it all: inspect alerts, form hypotheses, query telemetry, correlate recent deployments, and even implement the fix themselves. As much as I love to see it, I have a major concern: we are losing touch with our systems.</p>
<p>The better these tools become at resolving routine incidents, the less practice human responders will get. And when an ambiguous, high-severity incident comes in that automation cannot solve, responding engineers will be in trouble.</p>
<h2 id="automation-leaves-humans-with-the-hardest-incidents" class="group scroll-mt-24"><a href="#automation-leaves-humans-with-the-hardest-incidents" class="no-underline">Automation leaves humans with the hardest incidents<span aria-hidden="true" class="ml-2 text-accent opacity-0 transition-opacity group-hover:opacity-100">#</span></a></h2>
<p>These AI-assisted incident response tools, more commonly called “AI SREs” – <a href="https://rootly.com/blog/borrowed-gravity-words-worth-changing" target="_blank" rel="noopener noreferrer">a term I don’t particularly like</a> – are fantastic in many ways. They feel especially magical when they handle a routine incident at night and you don’t have to wake up for a capacity issue.</p>
<p>The problem is that routine incidents are also how responders “safely” develop an intuition for how their systems behave and fail. When AI runs into a hard, never-seen-before incident it cannot solve, engineers will have to take over with less practice than they would have had before.</p>
<p>Human-factors researcher Lisanne Bainbridge described this paradox in her famous 1983 paper, The Ironies of Automation. She explained that automation reduces operators’ opportunities to practice routine work while leaving them responsible for new and abnormal situations. She argues that, therefore, operators need to be more skilled and receive even more training than before automation.</p>
<p>In the years to come, I predict that the average MTTR for most incidents will go down – thanks to AI-assisted incident response – but that the resolution time will shoot up for complex incidents because incident responders lost touch with their system and are struggling to investigate.</p>
<h2 id="aviation-trains-pilots-for-rare-failures" class="group scroll-mt-24"><a href="#aviation-trains-pilots-for-rare-failures" class="no-underline">Aviation trains pilots for rare failures<span aria-hidden="true" class="ml-2 text-accent opacity-0 transition-opacity group-hover:opacity-100">#</span></a></h2>
<p>We can look at the aviation industry for inspiration.</p>
<p>Plane automation handles much of the flying, but pilots remain responsible for situations that automation cannot manage: engine failures, unreliable instruments, rejected takeoffs, stalls, and other abnormal conditions.</p>
<p>These events are extremely rare. Modern turbine engines, for example, experience fewer than one in-flight shutdown per 100,000 engine flight hours. In other words, that is rare enough that a commercial pilot may complete an entire career without experiencing one outside a simulator.</p>
<p>But when a failure occurs, pilots must react quickly and correctly. For example, on <a href="https://en.wikipedia.org/wiki/TransAsia_Airways_Flight_235" target="_blank" rel="noopener noreferrer">TransAsia Airways Flight 235</a>, the right engine’s propeller autofeathered shortly after takeoff. And while the aircraft was designed to continue flying on its left engine, the crew misidentified the problem. The aircraft stalled and crashed only 117 seconds after the first warning.</p>
<p>Airline pilots regularly return to simulators to rehearse rare emergencies. Under US FAA rules, captains must complete recurrent training or a proficiency check every six months, including scenarios such as an engine failure during takeoff.</p>
<p>While most software incidents do not threaten lives, that is no reason not to perfect our craft. Turns out the technology that created the issue can also help close it.</p>
<h2 id="the-software-industry-needs-incident-simulators" class="group scroll-mt-24"><a href="#the-software-industry-needs-incident-simulators" class="no-underline">The software industry needs incident simulators<span aria-hidden="true" class="ml-2 text-accent opacity-0 transition-opacity group-hover:opacity-100">#</span></a></h2>
<p>At <a href="https://rootly.com" target="_blank" rel="noopener noreferrer">Rootly</a>, an incident management company where I work, we partnered with <a href="https://www.uptimelabs.io" target="_blank" rel="noopener noreferrer">Uptime Labs</a> to apply this idea through realistic incident simulations. Engineers take the incident commander’s seat during a simulated e-commerce outage, using observability tools while coordinating with LLM-powered stakeholders in Slack.</p>
<p>The result feels real. You have to investigate what’s going wrong while keeping the response organized and dealing with the CEO and customer support. You get to practice the skills that matter during an incident: making sense of incomplete information, communicating clearly, coordinating people, and actually running the response.</p>
<h2 id="ai-can-also-help-preserve-these-skills" class="group scroll-mt-24"><a href="#ai-can-also-help-preserve-these-skills" class="no-underline">AI can also help preserve these skills<span aria-hidden="true" class="ml-2 text-accent opacity-0 transition-opacity group-hover:opacity-100">#</span></a></h2>
<p>But what about using AI as a trainer? Responders can ask an agent to explain the steps it took, the signals it examined, and the evidence behind its diagnosis.</p>
<p>But explanation and observation are not substitutes for practice. You might pick up a few things from watching Serena Williams play, but you only learn tennis by getting on the court, and incident response is no different.</p>
<p>I spent more than half a decade of my career building a software engineering school around progressive education: learning by doing. It was in-person, but we had no teachers; students worked on projects instead of listening to lectures. When Dropbox told me graduates it hired were still too inexperienced at troubleshooting, I created projects that gave students broken infrastructure and required them to diagnose and repair it. For most hands-on skills, I believe hands-on education beats passive instruction by a lot.</p>
<h2 id="incident-simulation-should-become-part-of-on-call-readiness" class="group scroll-mt-24"><a href="#incident-simulation-should-become-part-of-on-call-readiness" class="no-underline">Incident simulation should become part of on-call readiness<span aria-hidden="true" class="ml-2 text-accent opacity-0 transition-opacity group-hover:opacity-100">#</span></a></h2>
<p>As LLMs do more of our work, engineering teams risk accumulating comprehension debt: a growing gap between how their systems work and how well responders understand them.</p>
<p>Engineers should regularly interact with the system they watch over, handle unfamiliar failures, practice working under pressure, and rehearse the coordination and communication required during a SEV0. Tabletop exercises and chaos engineering are nothing new, but practice has become even more important in the LLM era.</p>
<p>Researcher Bainbridge recommended giving operators regular hands-on control and using simulation to prevent their skills from decaying. That’s the irony of automation, the more successful it becomes, the less prepared humans may be for the moment it fails.</p></div><footer class="mt-10 font-mono text-xs text-muted-foreground"><time dateTime="2026-09-04">September 4, 2026</time><p class="mt-4 leading-relaxed">If you liked this post, consider<!-- --> <a href="https://sylvain-kalache.kit.com/9cd5c522db" target="_blank" rel="noopener noreferrer" class="text-accent underline decoration-accent/40 underline-offset-4 transition-colors hover:decoration-accent">subscribing to email updates</a> <!-- -->about new posts.</p></footer><section class="mt-12 flex items-center gap-4 border-t border-border pt-6" aria-labelledby="author-bio-heading"><img alt="" loading="lazy" width="56" height="56" decoding="async" data-nimg="1" class="h-14 w-14 shrink-0 rounded-full object-cover object-top" style="color:transparent" sizes="56px" srcSet="/_next/image?url=%2Fsylvain-kalache.jpg&amp;w=32&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 32w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=48&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 48w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=64&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 64w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=96&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 96w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=128&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 128w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=256&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 256w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=384&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 384w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=640&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 640w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=750&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 750w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=828&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 828w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=1080&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 1080w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=1200&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 1200w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=1920&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 1920w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=2048&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 2048w, /_next/image?url=%2Fsylvain-kalache.jpg&amp;w=3840&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL 3840w" src="/_next/image?url=%2Fsylvain-kalache.jpg&amp;w=3840&amp;q=75&amp;dpl=dpl_EP72J6fTMVgqJtUQsKUj7bGXxBTL"/><div><h2 id="author-bio-heading" class="text-sm font-semibold text-foreground"><a rel="author" class="transition-colors hover:text-accent" href="/my-story">Sylvain Kalache</a></h2><p class="mt-1 text-sm leading-relaxed text-muted-foreground">AI Labs lead and DevRel at Rootly. Former LinkedIn SRE and co-founder of Holberton School.</p></div></section><aside class="mt-14 rounded-2xl border border-accent/25 bg-accent/5 p-5 sm:p-6" aria-labelledby="newsletter-heading"><h2 id="newsletter-heading" class="text-base font-semibold text-foreground">Get the next essay</h2><div class="kit-newsletter-embed" data-kit-form-container="true"></div></aside><section class="mt-10 border-t border-border pt-8" aria-labelledby="related-writing-heading"><h2 id="related-writing-heading" class="text-xl font-semibold text-foreground">Related writing</h2><div class="mt-4 grid gap-3 sm:grid-cols-3"><a class="group overflow-hidden rounded-xl border border-border bg-card transition-colors hover:border-accent/40" href="/blog/can-claude-fix-itself"><span class="relative block aspect-video overflow-hidden bg-secondary"><img alt="Thumbnail for Can Claude fix itself? 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