Roleplay Scenario
Scenario Overview
A sudden outage has disrupted the real-time chat feature for a small group of users. The incident requires swift, calm action to identify and address the issue while minimizing impact. The focus is on maintaining clear communication, methodical troubleshooting, and ensuring all team members understand their roles.
Roles & Setup
Role A – Incident Leader (You)
You're responsible for coordinating the response and setting the tone.
Your goal: Lead the team through troubleshooting, ensure clear communication, and make informed decisions on next steps.
Role B – On-Call Engineer
You’re tasked with investigating and resolving the technical issue.
Your goal: Diagnose the problem accurately, explore potential fixes, and communicate findings efficiently.
Role C – Communications Lead (Optional)
You handle internal and external communications about the outage.
Your goal: Keep stakeholders informed without causing undue alarm, ensuring messages are timely and accurate.
Role D – Support Specialist (Optional)
You’re managing incoming tickets and user concerns.
Your goal: Provide timely updates to users and support the incident team with relevant information.
Suggested Openers
Incident Leader:
- “Hey everyone, thanks for jumping on the call. We’ve got an outage affecting the chat feature. Let’s keep calm and figure out what’s going on before we react.”
- “Our first step is to get all the facts. Let’s make sure we know what’s happening before we start sending out updates.”
On-Call Engineer:
- “I’m checking the logs right now. Looks like this started about 10 minutes ago, maybe linked to our recent patch. I’ll dive into those changes.”
- “I’ll focus on pinning down the issue and see if rolling back is an option.”
Communications Lead:
- “I’m getting a draft ready for stakeholders. Let me know when we have more details to share.”
- “I’ll sync with support to make sure we’re consistent in what we’re telling folks.”
Support Specialist:
- “I’m seeing more tickets about the chat feature. I’ll keep you updated if I notice any patterns.”
- “I’ll draft a quick response for the support tickets so users know we’re on it.”
Sample Roleplay in Action
Incident Leader:
“Thanks for joining, everyone. We’ve got an issue with the chat feature impacting some users. Let’s stick to the facts and get a clear picture. [On-Call Engineer], what are you seeing?”
On-Call Engineer:
“Yeah, errors started about 10 minutes ago. It might be tied to the latest patch. I’m checking the config changes right now.”
Communications Lead:
“I’m drafting a message for internal stakeholders. Should I prep something for customers too?”
Incident Leader:
“Yes, have a customer message ready, but let’s confirm what’s going on first. We’ll regroup in ten minutes to plan our communication. [Support Specialist], any trends in the tickets?”
Support Specialist:
“Most people are saying the chat is down. I’ll let you know if anything else comes up.”
Incident Leader:
“Perfect. Let’s keep our updates clear. [On-Call Engineer], once we know more, we’ll decide on a rollback or other fix.”
Post-Scenario Tools
Curveball Mode (Optional)
Introduce one of these challenges to see how participants adapt:
- A new, unrelated incident is reported during the call.
- The incident impacts more users than initially thought.
- A stakeholder demands an immediate update before details are confirmed.
Reflection Checklist
As the Leader:
- Did you maintain a calm and focused tone throughout?
- Did you ensure clear communication and role clarity?
- Did you avoid jumping to conclusions or actions prematurely?
As a Participant:
- Did you provide clear and concise updates?
- Did you focus on facts and avoid speculation?
- Did you collaborate effectively with the team?
Common Mistakes to Avoid
- Overloading the team with unnecessary information.
- Failing to clarify roles and responsibilities.
- Reacting hastily without confirming the root cause.
Pro Tip
In any incident, clarity and calmness are your best assets. Encourage your team to focus on facts and work methodically to resolve the issue while keeping stakeholders informed appropriately.