An Overview of Roles in Incident Management

Presented by

Rob Schnepp, General Partner, Blackrock 3 & Iain Armstrong, AVP Sales Engineering, BigPanda

About this talk

While the Incident Commander is most often talked about, when it comes to incident management, there are several other key roles to build processes around: the Liaison Officer, SMEs, customers, executives, and internal stakeholders. Find out what each role needs and what they contribute in this four-part series of webinars. An overview of roles in incident management - June 4th, 2020 In the first webinar of the series, Blackrock 3 academy leader, Ron Schepp, will explain why time is the only non-renewable resource of incident response. The only thing responders can do is manage it as efficiently as possible. As the incident clock keeps ticking, money may be lost, a company’s reputation takes a hit, and the trust you spent time to build is eroding with each passing second. Taking the command staff approach to incident response is a force multiplier of skills, and a way for a response team to manage the chaos as fast as it’s occurring. Find out what it takes to manage the three critical swim lanes of incident management: Command, Communications and Problem-solving.

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BigPanda helps IT Ops, NOC & DevOps teams who want to detect, investigate and resolve IT incidents faster and more easily than ever before, on their journey to Autonomous Operations. BigPanda helps our customers deliver extraordinary digital experiences by turning IT noise into insights, automating incident management, and unifying fragmented IT operations. BigPanda helps manage the sea of logs and events coming from dozens of applications, systems and networks with the most easily-deployed and easiest-to-use event correlation platform, powered by AIOps and Open Box Machine Learning. Customers like Turner Broadcasting and Workday rely on BigPanda to reduce their operating costs, improve service availability and performance, and de-risk their digital transformation initiatives. Founded in 2012, BigPanda is backed by top-tier investors including Sequoia Capital, Insight Partners, Mayfield, and Battery Ventures. Visit for more information