/incident-response

name: incident-response
description: Use during and after a production incident. Covers triage, mitigation before diagnosis, communication, and blameless postmortems that produce action items someone actually does. Trigger on "prod is down", "we're in the middle of an outage", "write the postmortem for yesterday's incident", "set up an on-call rotation". Do not use for root-causing a bug outside an incident — see the debugging skill; for SLOs and error budgets, see the site-reliability skill.
metadata:
  category: devops
  version: 1.0.0
  tags: [incident, oncall, postmortem, mitigation, runbook]

Incident Response

Purpose

Restore service quickly, then learn from what happened. The two mistakes that define bad incident response are debugging before mitigating, and a postmortem whose action items are never done.

When to Use

• An active production incident.
• Writing a postmortem.
• Building runbooks and an on-call practice.
• Reviewing a pattern of repeated incidents.

Capabilities

• Triage: severity assessment and impact scoping.
• Mitigation: rollback, feature flag, traffic shift, scaling.
• Incident command: roles, communication, and timeline keeping.
• Blameless postmortems and contributing-factor analysis.
• Runbook authoring.

Inputs

• The alert, the symptom, and the user impact.
• Recent changes: deploys, config changes, flag flips, dependency incidents.
• The system's rollback and degradation options.

Outputs

• Service restored, with the mitigation recorded.
• A timeline of what happened and what was done.
• A postmortem with owned, dated action items.

Workflow

1. **Establish impact** — Who is affected, how badly, and is it growing? This determines severity and whether to wake more people. 2. **Mitigate before diagnosing** — If a deploy went out in the last hour, roll it back. Understanding *why* it broke can wait; users cannot. This is the single most important rule and the one most often violated by engineers who want to know the answer. 3. **Assign roles** — For anything beyond a small incident: an incident commander (decides), a communications lead (updates stakeholders), and operators (execute). The commander does not type. 4. **Communicate on a cadence** — Status updates at fixed intervals, even when the update is "still investigating". Silence is interpreted as chaos. 5. **Record the timeline as you go** — Timestamped actions and observations, in the incident channel. Reconstructing it afterwards produces a fiction. 6. **Postmortem within a week** — Blameless, focused on contributing factors, with action items that have an owner and a date.

Best Practices

• Roll back first. A rollback is reversible; a forward fix under pressure is a new deploy written by tired people.
• The person who found the problem should not also be the person coordinating the response and updating stakeholders. Split the roles.
• "Human error" is not a root cause. The question is why the system allowed a single human error to cause an outage.
• An action item without an owner and a date will not be done. An action item that says "be more careful" is not an action item.
• Runbooks are written when things are calm and used when they are not. A runbook that has never been followed end to end is a hypothesis.
• Track the number of postmortem action items completed. It is the only metric that shows whether the process is real.

Examples

**Triage order — mitigation precedes understanding:**

09:41  Alert: checkout 5xx rate 14% (SLO burn 30x)
09:42  Confirm impact: ~1,400 users/min failing checkout. SEV-1 declared.
09:43  Check recent changes: deploy 4c9a1f at 09:38 (3 min before onset).
09:44  MITIGATE: roll back to 8b2d0e. No diagnosis attempted yet.
09:47  Error rate returns to baseline. Impact ended. Incident downgraded.
09:50  NOW diagnose: 4c9a1f added an unbounded query to the pricing path;
       under production cardinality it exceeded the 3s DB timeout.

Nine minutes of impact. The alternative — debugging first — would have been forty.

**A postmortem action item that will actually be done:**

| Action                                                    | Owner | Due        | Type       |
|-----------------------------------------------------------|-------|------------|------------|
| Add a query-cost regression test to the pricing suite      | @maya | 2026-03-18 | Prevent    |
| Alert on p99 DB query duration > 1s, per query fingerprint | @sam  | 2026-03-21 | Detect     |
| Add a `--dry-run` explain check to the migration CI step   | @maya | 2026-03-25 | Prevent    |

Not: "Team to be more careful with database queries." That is not an action item; it is a wish.

Notes

• Severity should be defined in advance, with examples. Debating whether something is a SEV-1 during the incident wastes the minutes that matter most.
• The postmortem's audience is the future engineer who has not yet made this mistake. Write for them, and they will not have to.
• Repeated incidents with the same contributing factor mean the previous postmortem's action items were not completed. That is a management problem, not an engineering one.