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Chaos During Incidents Is a Design Failure

In this episode, I talk about incident management from a systems perspective. Early in my career, I was part of a production incident that felt far more chaotic than it needed to be. The technical issue was real, but much of the stress came from unclear roles, noisy communication, and lack of structure. Over time, I’ve come to believe that incidents don’t need heroes. They need systems. In this video, I walk through the three components I think every solid incident framework should include: clear definitions and severity levels, explicit roles during active response, and blameless postmortems that actually lead to change. I also share why the Incident Commander role will become even more important as AI tools become more embedded in engineering workflows. If you’re an engineering leader thinking about reliability, escalation paths, or how your team handles failure, this might be useful.