Agenda for MIM EXPO 2020
How to build YOUR dream Major Incident Management Team.
Alex Cosma, Head of IT Service Management at Square Enix
This presentation will take you through the journey of creating a major incident management function in a hybrid environment, dealing with both traditional IT and DevOps challenges. We will explore different ways in which we can deliver better, faster and more reliable services by utilising tools and processes and we will look at:
- Why context is key
- How we can adopt ITIL & DevOps principles in building the major incident management team right for our organisation
- A non-traditional approach in building a major incident management team
- How major incident management focus drives service management maturity across the value stream
Major Incident Transformation…the CityFibre Way.
Dan Walker, Process Owner Major Incident Management at Cityfibre
During this talk, I’ll take you through how we went from two separate Major Incident processes designed for two different companies, into one holistic, scalable and efficient process that covers all areas and scenarios which will act as the foundation to build on moving forward.
- Introduction | Who I am, what CityFibre do and why we’re doing this project
- The People | How we decided the qualities we needed in our Major Incident team
- The Process | High level overview of the process and how we pieced it together
- The Technology | How we used technology as an enabler to get the most out of the process
Barclays Global Technology Command Centre.
Paul Kennerley, Global Command Centre Manager at Barclays
The goal of the Barclays Global Technology Command Centre is to ensure service stability to our customers and partners through governance and control of our production services with group wide collaboration and pro-activeness. Providing consistent rapid response to issues impacting our customers through world class Service Recovery Management and ensuring lessons are learnt to continuously improve service availability
Performance under pressure: Creating the mindset of a world champion athlete.
Neil Fachie MBE, 14 times World Champion, Olympic Athlete and Author
Thousands of expectant fans hold their breath as the clock ticks down from 10 seconds. A nation watches from home on their televisions, computers and smartphones. The cameras are pointed directly at you, there’s nowhere to hide. One moment, one chance. An opportunity to stand on top of the world or to choke and have it come crashing down on you.
In this presentation, 14 times world champion cyclist Neil Fachie MBE shares his insights from over a decade at the top of his sport. Along with some stories from his career, Neil will outline the key tools in his arsenal for creating a mindset capable of dealing with high pressure situations. It's no surprise that most world records are broken at major championships. When the pressure is ramped up, the best know how to use it to not only deliver, but to elevate their performance to new levels.
Major Incident Management - from a NOC Viewpoint.
Thomas Munson, NOC Manager at Box
Yury Niño, Senior Site Reliability Engineer at ADL Digital Lab
- Incident Management
- Artificial Intelligence
- Chaos Engineering
Aware of this, our team designed a platform named Tulp that integrates the knowledge that we have regarding Incident Managing, Artificial Intelligence, and Chaos Engineering. Although every production failure is unique, Tulp should be able to learn from previous incidents in order to provide useful information for solving a new outage. Tulp classifies post mortems available on the web, with the objective of getting the most important information that could be used when we are facing a new storm.
We would like to tell you about our journey, sharing our experience, what we learned, and the challenges that we identified designing and implementing Tulp.
Andrew Luria, Senior Director, Major Incident Management at ADP
When facing a Major Incident, minutes can make all the difference. One of the most important steps in addressing a Major Incident, only second to detection, is mobilization. Ensuring you have the right people at the right time is crucial. This can easily become a challenge in a large organizations with multiple products and applications used around the world. To overcome this, a successful Major Incident process should avoid the ‘spray and pray’ approach. In this presentation, I will talk about how to improve mobilization to and reduce your overall Mean Time to Repair.
- Tools, Technology & Processing Driving Mobilization
- Common Challenges
- Best Practices
- Regular Checks on MTTE (Mean Time to Engage)
Jason Woosnam, Major Incident Manager at JP Morgan Chase & Co.
Jason will take you through his military career and how it prepared him for the transition into the corporate world and more specifically becoming a Major Incident Manager.
The skills and knowledge Jason learned in the Armed Forces prepared him to be an excellent Major Incident Manager, he shares this journey and the parallels between these two careers.
Shivakumar Munuswamy, Global lead Major Incident Management at Capgemini
David Haggis, Head of Resolution Management at Fujitsu
Nick Coates, Product Owner (Service Status) at Broadcom Inc.
Allan Ramiro, Major Incident Manager at Fiserv
While the Major Incident role brings excellent challenges and rewards, it can be a challenging job. For some, the stress can be overwhelming. What does it take to endure being a Major Incident Manager?
In this talk Allan will discuss what he believes is the key to looking after yourself when you decide to be a Major Incident Manager for the long term.
Ranjib Dey, Software Engineer at Uber
An overview of the incident management framework at Uber. This talk will cover the definitions, life cycle, and key processes involved in Uber's incident management framework. I'll deep dive into some of the most critical Incident Management processes from the bottom up to executive level, including on-call handoff, incident response, incident review, and finally global reliability reviews. The audience will get an idea of personas and action items involved in each of these processes and how they are mapped to IM software tooling.
Adam Norman, CEO at MIM®
Mikolaj Pawlikowski, Engineering Lead & Author at Bloomberg