[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-244341-105":3,"detail-sidebar-cat-1-en-105":80,"doc-detail-244341-en":126},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":73,"head_meta":75,"extra_data":77,"updated_unix":79},105,"en","incident-management","Incident Management","","This document, presented by Nishant Roy from Pinterest in September 2022, focuses on Incident Management within the context of Ads Serving Platforms and Incident Management On Call (IMOC). Nishant Roy, an Engineering Manager at Pinterest, shares insights from his experience managing over 150 incidents. The document defines an incident as any event that deviates from standard service operations, causing or potentially causing service interruption or quality reduction. It further elaborates on the practical, urgent nature of incidents, highlighting immediate need for fixing critical issues. The core of incident management is outlined through a cycle: Detect, Triage, Mitigate, Prevent, and Remediate. Key aspects of incident declaration, including when, who, and how, are discussed, alongside the critical need for defining severity levels, acknowledging that not all incidents are equal and each component requires custom criteria. A general framework for severity is proposed based on the number of people requiring response or notification. The document also details incident response actions and essential communication channels, such as chat rooms and video conferences, and recommends an optional investigation document. Crucially, it stresses the importance of defining roles within incident response, specifically identifying the Incident Runner, who is responsible for the outcome, and the Incident Manager, who is responsible for coordinating the response efforts.",{"@graph":14,"@context":72},[15,34,55],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/general/","General",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/incident-management/244341/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/incident-management/244341.png","ImageObject",442,249,{"name":42,"@type":43},"4398046744996","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-09-24","2026-09-12",true,{"@type":52,"interactionType":53,"userInteractionCount":30},"InteractionCounter",{"@type":54},"ViewAction",{"@type":56,"mainEntity":57},"FAQPage",[58,64,68],{"name":59,"@type":60,"acceptedAnswer":61},"What is the definition of an incident in service operations?","Question",{"text":62,"@type":63},"An incident is any event that is not part of the standard operation of a service and that causes, or may cause, an interruption in service or a reduction in its quality.","Answer",{"name":65,"@type":60,"acceptedAnswer":66},"What are the key stages of incident management according to the document?",{"text":67,"@type":63},"The key stages outlined are Detect, Triage, Mitigate, Prevent, and Remediate.",{"name":69,"@type":60,"acceptedAnswer":70},"What are the primary roles defined in incident response?",{"text":71,"@type":63},"The primary roles are the Incident Runner, responsible for the outcome, and the Incident Manager, responsible for coordinating the response.","https://schema.org",{"og:url":32,"og:type":74,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":76,"canonical":32},"index,follow",{"doc_id":78,"site_id":7},244341,1789975329,{"code":4,"msg":81,"data":82},"success",[83,88,93,98,103,108,113,118,123],{"id":84,"doc_module":22,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},11,"Presentations",90,"presentations",{"id":89,"doc_module":22,"doc_module_name":25,"category_name":90,"show_sort_weight":91,"slug":92},12,"Resumes",80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":110,"show_sort_weight":111,"slug":112},17,"Forms",40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":115,"show_sort_weight":116,"slug":117},18,"Letters",30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":121,"slug":122},21,"Paper Templates",5,"papers-templates",{"id":124,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":4,"slug":125},158,"general-158",{"code":4,"msg":81,"data":127},{"doc_id":78,"user_id":128,"nickname":42,"user_avatar":11,"doc_module":22,"category_id":124,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":129,"file_id":130,"file_url":131,"file_type":132,"file_size":133,"view_count":30,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":134,"language":135,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":12,"update_tm":139,"read_time":140},4398046744996,"INCIDENT MANAGEMENT  \nNishant Roy, Pinterest Sep 2022  \nABOUT ME  \nEngineering Manager @  \nPinterest Ads Serving Platform  \nAds + Company Incident Manager On Call (IMOC)  \nWorked on 150+ incidents  \nWHAT IS AN INCIDENT?  \nAn incident is any event that is not part of the standard operation of a service and that causes, or may cause, an interruption in service or a reduction in its quality  \nWHAT IS AN INCIDENT (REALLY)?  \nAn incident is when we need one or more people to drop everything else and fix the bleeding immediately  \nWHAT IS INCIDENT MANAGEMENT?  \nDetect  \nTriage  \nMitigate  \nPrevent  \nRemediate  \nDECLARING INCIDENTS  \nWHEN? WHO?  \nHOW?  \nDEFINING SEVERITY LEVELS  \nAll incidents are not the same  \nEvery component needs custom criteria  \nGeneral framework: how many people need to respond or need to know?  \nINCIDENT RESPONSE  \nWhat to do  \nwhen an incident is declared?  \nCOMMUNICATION CHANNELS  \nChat room / channel  \nVideo conference and/or physical room Investigation document (optional)  \nDEFINE ROLES  \nIncident Runner: Responsible for the outcome of incident response  \nIncident Manager: Responsible for coordinating incident response","cbCaivtPVhECsZIB","https://ap.wps.com/l/cbCaivtPVhECsZIB","pdf",790135,27,"English","# Incident Management\n## About Me\n## What is an Incident?\n## What is Incident Management?\n## Declaring Incidents\n## Defining Severity Levels\n## Incident Response\n## Communication Channels\n## Define Roles","[{\"question\":\"What is the definition of an incident in service operations?\",\"answer\":\"An incident is any event that is not part of the standard operation of a service and that causes, or may cause, an interruption in service or a reduction in its quality.\"},{\"question\":\"What are the key stages of incident management according to the document?\",\"answer\":\"The key stages outlined are Detect, Triage, Mitigate, Prevent, and Remediate.\"},{\"question\":\"What are the primary roles defined in incident response?\",\"answer\":\"The primary roles are the Incident Runner, responsible for the outcome, and the Incident Manager, responsible for coordinating the response.\"}]","Incident Management | PDF",1789216166,9]