Dealing with100 people on a major incident bridge call
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- Опубликовано: 8 сен 2024
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Dealing with 100+ people on a bridge call is not a valid approach if you want speed, success, and space for Technical Resolving Groups to be able to collaborate.
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I have had large bridge calls with GE where all the business managers were on the call. Setting expectations as to who can chat or giving updates on the present issue. Focusing on the techs that can fix the issue is the main one. Yes it is difficult but the more you do and learn along the way. It gets easier. I also have notes on pages with what is the purpose of the bridge. Keeping focused is the main one for me. Last is to say thank you to all who helped. Although in charge, often its a techy or local contact that fixes.
I work at Apple as a MIM and my goal of large conf bridges is to get the non essential parties off the bridge as soon as they are identified as not being a part of the solution. I also do frequent updates for anyone entering the bridge later. But the stake holders should be there and identified asap.
For large MI’s we will buddy up. So I may run the incident call while my buddy takes notes, updates the ITSM toolset, chases actions, prepares comms and etc.
Only relevant technical people will be on the tech bridge. We may have a management bridge call where one of us drops off temporarily to provide a verbal updates to support the written ones and to take questions. Some of which we will take back to the Tech bridge call which we can then provide answers at the next management call.
Thanks ❤
We try not to have people on our MIM technical calls that have nothing to do with the incident. YES i agree that a few manager etc might join as they have great technical knowledge etc but the rest must leave. ALSO at times the conf call invite gets thrown around hence why every man and hid dog joins. It's up to the Domain/SDM leads to keep their own departments etc updated. They can also see the ticket updates and comms being sent but some are lazy to read the ticket updates. Great videos.
A really insightful view and some great observations on situations that ring very true to me.