Triggered: Incident #1234 (incident process needs fixing)

This is a story of a small group who, voluntarily, got together to improve the incident handling process within our company. It is not a “we did great, you should do the same” story, rather a “this is what we did, what would you do?” one.

Our product development department consists of cross-functional teams who have high autonomy, with full ownership of what they deliver. For example, we have a team that is responsible for the product catalog feature, from frontend to backend, from design to deployment. …