Leveraging the people involved in the response
People are what make the response, and leveraging every last person in the room can help bring down the resolution time of an outage. True, not everyone has the same set of talents, but all can be useful. When working in a team, ensuring not only that everyone feels valued but also feels they are making a contribution can keep people occupied and focused, which is better than sitting in a video conference making what-if proposals or complaining about the reliability of the technologies used.
Tasks
When we match tasks with users, besides getting the biggest bang for our buck in terms of remediation time, we must be very aware of the amount of support an individual may need, which can distract senior assets from their own assignments. I encourage you to start working with your junior engineers before an outage and make them very aware that during an outage, you – or other more senior engineers – may not be completely...