Roleplay Scenario
Scenario Overview
A critical issue has cropped up in production, affecting a lot of users. We need to address this quickly and efficiently. As the incident leader, your job is to organize the team, delegate tasks clearly, and keep everyone updated as you work toward a solution.
Roles & Setup
Role A – Incident Leader (You)
You're in charge of coordinating the response.
Your goal: Clearly assign tasks, keep everyone focused, and make sure the communication lines are open.
Role B – On-Call Engineer
You’re tasked with finding out what's causing the issue.
Your goal: Investigate thoroughly, keep the team posted, and propose solutions as they come up.
Role C – Communication Specialist
You handle both internal and external communications.
Your goal: Draft and send out accurate updates to stakeholders and manage any customer communications.
Role D – Support Lead (Optional)
You’re handling customer inquiries and need updates quickly.
Your goal: Relay customer concerns to the team and ensure the support team knows what's happening.
Suggested Openers
Incident Leader:
- “Thanks for jumping on this quickly. We've got a major issue affecting users, and I want to get everyone on the same page.”
- “Let's tackle this systematically. I'll assign roles so we can address the issue without delay.”
On-Call Engineer:
- “I'll dive into the logs and metrics right away. I'll keep you posted as I find out more.”
- “Starting my diagnostics now. I’ll update you as soon as I spot anything.”
Communication Specialist:
- “I’ll draft a quick update for stakeholders. Let me know if there's anything specific you want included.”
- “Ready to share updates with stakeholders. Just waiting on confirmed details.”
Support Lead:
- “We're getting a lot of inquiries. I need to know what to tell the support team.”
- “Can you give me a quick rundown? I need to update the support staff.”
Sample Roleplay in Action
Incident Leader:
“Thanks for coming together so fast. We’re seeing big issues with [Service Y]. Here's the plan: [On-Call Engineer], focus on the logs to find out what's wrong. [Communication Specialist], draft a stakeholder update but hold off on sending it until we confirm details. [Support Lead], keep tabs on customer concerns and let us know about any major ones.”
On-Call Engineer:
“Got it. I'm checking logs and network activity now. I'll report back in about 10 minutes.”
Communication Specialist:
“I've got a draft ready for stakeholders and will send it as soon as we have solid details.”
Support Lead:
“I’ll compile the top customer concerns and share them here so we can prioritize.”
Incident Leader:
“Great. Let’s reconvene in 10 minutes. [On-Call Engineer], ping us immediately if you identify a potential fix. [Communication Specialist], be ready to update quickly. [Support Lead], keep us posted on any significant feedback from customers.”
On-Call Engineer:
“Will do. I’m focused on getting to the bottom of this.”
Communication Specialist:
“Ready to send updates once we have confirmed details.”
Support Lead:
“I’ll keep the support team informed as soon as updates are available.”
Post-Scenario Tools
Curveball Mode (Optional)
Introduce one of these mid-roleplay to challenge participants further:
- A new, unrelated issue is reported, adding more pressure.
- The On-Call Engineer finds conflicting data in the logs.
- A major stakeholder demands an immediate update, increasing urgency.
Reflection Checklist
As the Incident Leader:
- Did you assign tasks clearly and effectively?
- Did you maintain a calm, authoritative presence?
- Did you ensure everyone knew their role and the plan?
As a Participant:
- Did you understand your task and communicate it to the team?
- Did you provide clear, timely updates?
- Did you stay focused on your responsibility?
Common Mistakes to Avoid
- Giving unclear instructions or failing to delegate properly
- Overloading one person with too many tasks
- Neglecting frequent and clear communication
Pro Tip
Clear delegation during a crisis not only helps resolve the issue faster but also boosts team confidence. Staying calm and composed is key in urgent situations.