How a Major Incident Process Reduced Downtime by 40%

Incidents happen. What matters is how teams respond and how fast they recover.    In this video, we outline the KPIs that shape strong incident management, from resolution times to SLA targets.    Watch it to see which metrics drive real results.    Explore https://lnkd.in/gK782ztp to see what we offer. 

Cantina’s Incident Command is now live. In high-value environments, response delays come at a cost. Ownership is often undefined. Coordination between engineering, legal, and operations breaks down. Recovery becomes compromised before action begins. What if you could analyze outcomes before a response is ever required? Incident Command introduces structure before a signal appears, and executes precisely when it does. The system enables organizations to act on threats with clarity, preserve evidence, and maintain control across stakeholders. Key capabilities: • Role-level ownership and escalation • Memory capture and credential path analysis • Containment mapped to system dependencies • Real-time audit-grade logging for legal and governance oversight • Secure coordination across operational domains Leading DeFi organizations already use Incident Command to validate readiness, align authority, and maintain operational control under pressure. We are onboarding in limited waves. For protocols with governance complexity or active exposure, readiness must be operational. We’ve published the full breakdown of how Incident Command works, and how it’s already changing how high-value organizations handle security. Learn more: https://cantina.review/35b

🚨 Major Incidents keep happening… but lessons aren’t being learned. If you’re not reviewing what went wrong after a major incident, you’re inviting it to happen again. No trends analysis. No post-incident reviews. No improvement initiatives. It’s like crashing your car every Friday and never checking the brakes. Post-Incident Reviews (PIRs) aren’t just a checkbox. They’re the key to: ✅ Identifying recurring issues ✅ Spotting trends across incidents ✅ Driving real, measurable improvements If your team closes the ticket and moves on, you’re not doing Incident Management — you’re doing Damage Control. 🛠️ Want fewer MIs next quarter? Start with a PIR this week. Build CSI into your DNA. Fix the root, not just the result. 👉 www.jnanaanalytics.com

Driving an incident call—especially during a major outage or critical issue—is all about calm leadership, clear communication, and fast decision-making. Here's a breakdown of how to run one effectively: 🚨 Before the Call: Be Prepared Have a playbook: Know your incident response process and escalation paths. Set up alerting systems: Ensure alerts are actionable and based on user impact, not just system behavior. Know your team roles: Assign clear responsibilities—incident commander, scribe, technical leads, communications lead, etc.. 📞 During the Call: Lead with Clarity Start with a quick status summary: What’s broken? Who’s affected? When did it start? Assign roles immediately: Incident Commander: Drives the call and decisions. Scribe: Takes notes and timestamps actions. Tech Leads: Investigate and troubleshoot. Set a cadence: Regular updates every 15–30 minutes. Keep the call focused—no side conversations. Use structured communication: “What we know” “What we’re doing” “What we need” Escalate if needed: Pull in additional teams or vendors. Don’t wait too long to escalate. ✅ After the Call: Wrap Up and Learn Declare resolution clearly: Confirm when the issue is resolved and services are restored. Send a summary: Include timeline, impact, actions taken, and next steps. Schedule a post-incident review: Identify root causes and improvements

Driving an incident call—especially during a major outage or critical issue—is all about calm leadership, clear communication, and fast decision-making. Here's a breakdown of how to run one effectively: 🚨 Before the Call: Be Prepared Have a playbook: Know your incident response process and escalation paths. Set up alerting systems: Ensure alerts are actionable and based on user impact, not just system behavior. Know your team roles: Assign clear responsibilities—incident commander, scribe, technical leads, communications lead, etc.. 📞 During the Call: Lead with Clarity Start with a quick status summary: What’s broken? Who’s affected? When did it start? Assign roles immediately: Incident Commander: Drives the call and decisions. Scribe: Takes notes and timestamps actions. Tech Leads: Investigate and troubleshoot. Set a cadence: Regular updates every 15–30 minutes. Keep the call focused—no side conversations. Use structured communication: “What we know” “What we’re doing” “What we need” Escalate if needed: Pull in additional teams or vendors. Don’t wait too long to escalate. ✅ After the Call: Wrap Up and Learn Declare resolution clearly: Confirm when the issue is resolved and services are restored. Send a summary: Include timeline, impact, actions taken, and next steps. Schedule a post-incident review: Identify root causes and improvements

https://lnkd.in/dfH24RMz I've always had an interest in Major Incident Management, and this has given me such a good grasp on what an effective Bridge Call looks like, but, also, the ideal activities (my key take aways): 1. Having contributors on the call. If non-contributors are on the call, then, it's a matter of understanding why they're joining (is it because the comms frequency/methods are not sufficient)? How is the organization ensuring that trust is re-established, and maintained? Is it a legacy way of doing things etc. 2. Understanding what it's meant for, and not really the ideal place to work through frustrations (important, but for a different call). 3. The MIM ought to have strong leadership, and assertiveness qualities. 4. Having open conversation with the customer, where space is created for non-confrontational talk; to ask, where exactly the Provider can do better (style of comms/frequency of comms are not inspiring trust/the MIM doesn't have strong enough leadership/assertiveness). 5. Centralise efforts, where the MIM is supporting, controlling, and helping resources, whilst ensuring that nothing gets missed, and that engineers are not carrying out activities that are in conflict of the other (essentially, slowing down the restoration). This made me think of what I expect from a Service Provider, when I am experiencing an outage (internet connectivity/power/water outage etc.). I would like an indication of what is down, how I can expect to be impacted, what they're currently doing about it, and how long restoration will take. Whilst they're working on restoring it. I'd then, like to see updates on the progress, instead of going completely silent, which will more likely than not, increase my frustration with the frequency of the updates. As a follow-up, commit to looking at a permanent resolution.

By the time recurring log patterns show up in an incident review… it’s already too late. Most teams only discover repeating issues — like retries, timeouts, or failed requests — after an outage has already happened. This reactive approach adds stress and increases MTTR. Proactive monitoring can surface recurring patterns before they escalate, so issues are addressed earlier and faster. With Randoli, you can continuously scans logs in real time, automatically detecting recurring patterns and converting them into actionable reports. Teams resolve issues faster and with less firefighting. Proactive beats reactive every time and it’s built into Randoli. Learn more (link in comments) 👇

Your incidents aren’t just happening TO you—they’re happening WITH your customers. Teams that get this right see their customers actually become MORE loyal after incidents. It’s all about making incident communication an extension of how you normally engage, not some special crisis mode you flip on. I wrote about why trust recovery starts during the incident, not after.

A response plan shouldn’t just be for compliance. It should be actionable and enable a fast structured response, even under pressure. That’s why we’ve created this playbook, based on practical examples we’ve seen across the industry. It outlines five core pillars that consistently separate effective plans from those that falter: - Clearly assigned roles and responsibilities - Defined escalation thresholds - Centralised visibility through telemetry and tooling - Structured internal and external communications - Post-incident review and continuous improvement If your plan doesn’t address all five, this is a helpful benchmark to guide your next review. Get the playbook here: https://ow.ly/XRZG50WCBy3

What if every incident made your team stronger — not just busier? Too often, incident management feels like a scramble: disconnected tools, buried details, endless handoffs. The result? Delays, blind spots, and missed opportunities to prevent what’s next. What if you had a solution that resulted in faster incident resolution, faster investigations, and more output with the same headcount? These aren’t goals. They’re real outcomes security teams are seeing with Ontic’s Incident Management solution. 👉 Swipe through the carousel to see the proof.