What We Build With It
We engineer resilient processes and automated tooling that minimize service disruption and maintain system stability.
Automated Incident Response & Reporting
Designing automated alert routing and on-call systems paired with real-time dashboards to ensure immediate engagement and transparent tracking.
Blameless Post-Mortem & Learning Systems
Establishing a culture and process for conducting thorough post-incident analysis, focusing on systemic improvements rather than individual blame, driving continuous learning and preventing recurrence.
Controlled Change Management Platforms
Implementing automated change validation, approval workflows, and progressive rollout strategies to ensure changes are introduced safely and with minimal risk to production.
Why Our Approach Works
Effective incident and change management is the bedrock of operational excellence and sustained customer trust.
Drastically Reduced Downtime
Rapid, coordinated incident response and safer change deployments translate directly into higher availability and improved business continuity.
Lower Operational Risk
Proactive management of changes and systematic learning from incidents significantly reduces the likelihood and impact of future system failures.
Improved Team Collaboration & Morale
Clear processes, effective communication, and a blameless culture foster better teamwork during high-stress situations, improving morale and retention.
Our Go-To Stack for Incident & Change Management
We leverage a suite of integrated tools to build comprehensive and effective incident and change management systems.
Alerting & On-Call Management
PagerDuty, Opsgenie, VictorOps for smart alerting, on-call scheduling, and incident communication.
Observability Platforms
Datadog, Prometheus/Grafana, Splunk for centralized monitoring, logging, and tracing to quickly diagnose issues.
Change Management Tools
Jira Service Management, ServiceNow, custom solutions for structured change requests and approvals.
Post-Mortem & Knowledge Management
Confluence, Slab, or custom wikis for documenting incidents, root causes, and corrective actions.
Automation Tools
RunDeck, Ansible, custom Lambda/Functions for automated diagnostics and remediation steps during incidents.
Runbook Automation
Shoreline, Transposit, or custom Jupyter notebooks to turn static documentation into executable remediation steps.
Frequently Asked Questions
What's the difference between an incident and a problem?
+An incident is an unplanned interruption to a service or a reduction in the quality of a service. A problem is the unknown cause of one or more incidents. Our focus is to rapidly resolve incidents and then systematically identify and address the underlying problems.
How do you foster a 'blameless' culture after an incident?
+A blameless post-mortem focuses on what happened, why it happened (systemically), and what we can do to prevent recurrence, rather than who made a mistake. This encourages transparency, learning, and continuous improvement from failures.
Will implementing these processes slow down our development speed?
+Initially, there’s an investment, but the long-term effect is increased velocity. By reducing incidents and making changes safer, teams spend less time firefighting and more time building new features. Safer changes mean faster changes.
How do you handle 'alert fatigue' in incident management?
+We focus on ‘symptom-based’ alerting rather than ‘cause-based’. Instead of alerting on every CPU spike, we alert when user-facing metrics (like latency or error rates) are impacted, ensuring that your team only gets paged for real problems.
Can change approvals be automated?
+Yes. We implement ‘automated change validation’ where low-risk, routine changes are automatically approved if they pass all CI/CD quality gates, security scans, and performance tests, reserving human approval for high-risk architectural changes.
What are the key components of a good post-mortem document?
+A great post-mortem includes a clear timeline, impact assessment, root cause analysis (the ‘Five Whys’), and most importantly, a list of prioritized ‘action items’ with clear owners to prevent the same issue from happening again.