Comment pouvez-vous vous assurer que votre équipe DevOps répond rapidement aux incidents cloud ?

Incident will happen regardless of what ever precaution and measures are taken. It is important to have recovery plan (SOP) to deal each type of scenarios. Good monitoring and observability tool with metric will help to determine the issue and allow quick application of SOP to recover system. All these require skill engineer that have handon and practise the necessary recovery drill.

- Implement monitoring tools: Utilize monitoring tools like Prometheus, Grafana, and CloudWatch to track key metrics and proactively identify potential issues. - Set alerts and thresholds: Define appropriate alerts and thresholds to trigger notifications based on specific metrics or events, prompting immediate attention. - Automate routine tasks: Automate routine tasks like scaling resources or restarting services to minimize manual intervention and accelerate response times.

There are a lot of diferent approaches but I think this two are key: - Observability platforms embeded into your business processes and infrastructure. - Create a proactivity culture into the team.

Generic advice of proactive monitoring and response does not help much. Knowing what underlying components to monitor vs generic response time makes a big difference. If you are running a sizable business online you’d need to incorporate performance testing into your dev cycle at some point. Knowing the limits of your solution is critical, it will help you build a proactive plan of scaling and addressing issues vs letting customers to test. Enforce the limits proactively. Remember availability is a security goal as well as business goal. Involve a security minded expert.

In my time working in the cloud, I learned it's crucial for DevOps teams to adopt automation in event response. Automation swiftly detects and addresses issues, reducing the need for initial human intervention and allowing faster response to incidents while focusing on complex challenges. This method accelerates and standardizes initial reactions by removing the immediate human element. Human oversight is still essential. Post-automation, teams must review actions to learn and adapt, a process known as Reinforcement Learning from Human Feedback (RLHF). This cycle of action, analysis, and feedback refines the response mechanism, coupling the speed of automation with the insight of human review for balanced, effective incident management.

Ensure that roles and responsibilities are transparent and clearly communicated internally. The effectiveness of an Incident Commander or IC team depends heavily on the quality of communication provided and on how clearly their responsibilities are articulated for accountability.

Es importante que los roles en un entorno de trabajo estén claro para tomar la primera acción y luego las premisas para que no vuelva a suceder el incidente. En nuestra compañía, hay un segundo equipo de problemas que se encarga de realizar el seguimiento y velar para que los incidentes no vuelvan a suceder o se detecte la causa raiz una vez superado el problema.

Think of your DevOps team as a high-performing sports team. Each player has their defined role, a shared playbook, and the trust to improvise when needed. They communicate seamlessly, anticipating problems and responding with lightning speed. By embracing this culture of clarity and collaboration, you'll transform your cloud incidents from potential disasters into opportunities to showcase your team's resilience and resourcefulness. So, the next time your cloud throws a curveball, remember: it's not about who's to blame, it's about who comes together to win.

Define clearer roles and responsbilities such as: 1- Who will prepare the IRR 2- Who will identify the criteria that calls the incident response team into action, and create a triage or information-gathering document for the focal point 3- Who will follow the containtment process after isolating the security threat and to stop further damage. 4- Who will then restore initial systems to their intial state 5- Who will be responsible for the recovery (in production) and ensure that the same incident will not happen. If you are clear with your policies, procedures and personnel, the mitigation process will be smooth.

- Efficient Communication: Ensure roles and tasks are communicated effectively. - Incident Response Leadership: Appoint a leader for incident response. - Task-Specific Assignments: Designate team members for specific functions. - Accountability Framework: Clarify who is accountable for outcomes. - Keep Everyone Informed: Establish a protocol for who gets informed or consulted. - Document Procedures: Maintain detailed documentation of response procedures. - Policy Accessibility: Ensure all policies and protocols are accessible to the team. - Regular Training: Conduct training sessions on incident response procedures. - Review and Update Regularly: Periodically review roles and procedures for relevance and efficiency.

The centralized incident management platform should be integrated with your application portfolio management repository. It will provide all the related information about the application to the incident managers, including the application infrastructure, owners, support group...etc

- Utilize incident management tools: Implement tools like PagerDuty, VictorOps, or OpsGenie to centralize incident reporting, communication, and response activities. - Integrate with monitoring tools: Integrate your incident management platform with monitoring tools to automatically trigger alerts and provide relevant context for incident investigation. - Automate workflows: Leverage automation capabilities within the platform to streamline incident resolution workflows, such as assigning tasks and escalating issues.

I agree, but in my experience most organisations have Centralized incident management system in place but what is missing at times is an ability to learn from the plethora of information logged against those incidents. An effective knowledge management system coupled with the incident management, makes it effective multiple times. Objective would ideally be if the Centralized system is able to throw suggestions around likely resolution for the incident raised, based on resolutions against similar incidents in the past.

centralized platforms could be many such as Splunk, Jira etc. the sofwares that correlates, captures, and index real-time data, from which they create alerts, dashboards, graphs, reports, and visualizations could be beneficial

Centralized incident management platform serves two purposes. 1. Bring it to the responsible person for getting it resolved 2. Have a history of the incident for future reference. Over 90% of the incidents have some relation with the incidents that have occurred in the past. Having a centralized incident management system will not only help identify the right resolution much faster, but also help analyze the root cause of the reoccurrence.

Metrics and measures are important to improve incident response. Measurement is at the core of both DevOps and ITSM practices. They create the conditions for a self-improving DevOps organization, aiding decision-making. To keep customers at the core start with an SLA measure of uptime. Metrics key to incident response include mean time to recover and change failure rates. Other industry metrics like deployment frequency and lead time would provide context here. While measuring mean time to recover, construct a timeline from incident detection to incident mitigation. It will support service improvement planning and response time to incidents. To foster feedback loop and actions, consider sharing dashboards and a team backlog.

I always keep a simple incident/issue register noting down the issue, how it occurred, what’s the reason, what is the root cause and the solutions tried that worked and not worked. Finally the reference articles that I searched on. I also updated the final solution in simple steps so that the new member don’t need to re invent the search process and waste time again

- Conduct Post-Mortem Analysis: After resolving an incident, analyze it thoroughly to identify root causes. - Assess Impact and Actions: Evaluate the impact and review actions taken during the incident. - Extract Lessons Learned: Identify key lessons from the incident. - Develop Action Items: Create a list of actionable steps for improvement. - Document Findings: Clearly document the analysis and findings. - Share Insights Team-Wide: Communicate the lessons and recommendations to the entire team. - Implement Improvements: Act on the action items identified for better future responses. - Encourage Open Discussion: Foster a culture of open communication about incidents and learnings.

Blameless postmortems are a very important aspect of the incident management process. Organisations need to setup a regular companywide postmortem review process to share information about incidents and their learnings. Postmortems review processes help us in identifying critical information on incidents and mitigating future incidents.

- Conduct post-incident reviews: After each incident, conduct a thorough post-mortem analysis to identify root causes, contributing factors, and areas for improvement. - Document lessons learned: Document lessons learned from each incident and share them across the team to prevent future occurrences. - Update response procedures: Utilize insights from incident reviews to continuously refine and improve your incident response procedures and protocols.

- Focus on problem-solving, not blame: Encourage a culture where team members feel comfortable reporting incidents and collaborating on solutions without fear of repercussions. - Value open communication: Promote open and transparent communication throughout the incident response process, facilitating information sharing and decision-making. - Celebrate successes and learnings: Recognize and celebrate successful incident resolution efforts and learnings from each incident to maintain team morale and motivation.

In the high-pressure world of DevOps and cloud operations, speed is everything. But when dealing with critical incidents, fear of blame can act like a lead weight, slowing down response and ultimately causing more damage. - The Culprit Trap: Traditional "whodunnit" cultures create anxiety, discouraging team members from reporting issues early. This leads to hidden problems, snowballing incidents, and finger-pointing. - Shifting the Focus: A "blameless culture" is the antidote. By focusing on "what" instead of "who", we should prioritize collective learning and growth over assigning blame. - Opportunity in adversity: Treat incidents as learning opportunities, not failures. Analyze, share insights, and improve processes proactively.

Make telemetry your life line. Response times, request and response payload sizes, user think times, cpu and ram utilization, number of page clicks, user geolocations, browser user agents, mouse hover points, average # of logins per user per day... Instrument everything and build a clear view of your user's journey through your system then display it in dashboards that you look at often. When you understand your user patterns, you'll know when your system experience an incident by deviations in telemetry and even build monitoring around it so that you know it before the user does. You can even use it on your devops pipeline to observe change related impacts. Telemetry is life.

It is important for team and individual to standup and admit what went wrong, mistake make and what could have been done better. Team and individual take responsibility. Organisation take the lesson and embedded these as part of their organisation training and institution memory. It is not enough to just have a blameless culture.

Fostering a blameless culture is essential for effective and rapid response to cloud incidents. In such an environment, team members are encouraged to openly report and address issues without fear of blame or criticism. This approach shifts the focus from assigning fault to collectively solving the problem and learning from it. Encouraging transparency, honesty, and mutual support is key. Team members should view incidents as learning opportunities, contributing to both personal growth and the improvement of team processes. This culture not only speeds up incident resolution but also builds a more resilient and collaborative team, better equipped to handle the challenges of cloud computing.

Conduct regular disaster simulations within the company. The insights gained from these exercises and the team/software's surprise testing can be truly enlightening. Such simulations provide valuable experience, allowing individuals to navigate through various scenarios repeatedly, akin to practicing how to ride a bike.

Make sure staff are not overworked. If staff are overworked they become burnt out and make simple mistakes this will mean recovering from incidents take longer.

A common space for collaboration like Confluence, where the team can store known issues, scripts, KB articles, greatly helps. This is not only a value add for team members who contribute to articles but also helps rest of the team in resolving issues quickly without having to re-invent the wheel.

A constant communication to the business stakeholders is an absolute must to ensure the transparency of overall process and gaps identified should be filled with alignment from top to bottom to ensure everyone is on the same page.

Use Cloud-specific Monitoring Services: Leverage cloud provider-specific monitoring services (e.g., AWS CloudWatch, Azure Monitor, Google Cloud Monitoring) to gain insights into the health and performance of your cloud resources. Implement Infrastructure as Code (IaC): Use IaC tools (e.g., Terraform, AWS CloudFormation) to define and provision infrastructure. This ensures consistency and allows for quick replication of environments. Employ Continuous Integration/Continuous Deployment (CI/CD): Automate your deployment pipeline to ensure that changes are consistently and rapidly pushed into production. CI/CD helps reduce the likelihood of introducing errors, making it easier to identify and roll back changes if needed.