The Incident Management Playbook [As a PM]

How to effectively manage platform incidents, what processes to put in place to report them and how to mitigate them in the future…

Firstly, I think it's important that we classify what an incident vs a bug is, as this tends to get lost in translation frequently. Everyone starts firing off messages stating that “this is ‘CRITICAL’ and we’re burning” when in reality it's most probably not!