Roleplay Scenario
Scenario Overview
A critical issue has emerged, affecting multiple systems and requiring coordination with external teams, including vendors and partner organizations. This complex incident will take several days to resolve. Your job is to lead the effort by ensuring effective communication, setting priorities, and fostering collaboration across all involved parties.
Roles & Setup
Role A – Incident Commander (You)
You’re managing the response effort.
Your goal: Keep the strategy clear, facilitate open communication, and ensure all teams are aligned toward solving the problem.
Role B – Vendor Liaison
You’re in charge of coordinating with third-party vendors involved in the incident.
Your goal: Make sure vendors have the information they need and are working efficiently toward a resolution.
Role C – Partner Organization Representative
You represent an affected partner organization.
Your goal: Communicate your organization’s needs and constraints, and work collaboratively on solutions.
Role D – Internal Engineering Lead
You’re leading the internal technical response team.
Your goal: Provide technical updates, manage internal resources, and implement solutions effectively.
Role E – Communications Manager
You handle stakeholder updates and external communication.
Your goal: Ensure timely and accurate information is conveyed to all stakeholders.
Suggested Openers
Incident Commander:
- “Thanks for joining, everyone. We’re dealing with a tricky issue affecting several systems. Let’s get on the same page about where we stand and what needs to happen next.”
- “Our focus is on clear communication and teamwork. Let’s start by hearing where each team is at and what constraints we’re dealing with.”
Vendor Liaison:
- “Our vendors are ready to help, but they need more specifics on the errors we’re seeing.”
- “I’ll make sure our vendors are kept in the loop. Let’s discuss our next steps.”
Partner Organization Representative:
- “Our operations are taking a hit. We need to know how long this might take and if there are any temporary fixes we can use.”
- “We’re ready to help however we can. Let’s talk about how our team can pitch in.”
Internal Engineering Lead:
- “We think a recent deployment might be the culprit. We’re looking into rolling it back but need to coordinate closely with everyone.”
- “Our team is digging into the root cause. I’ll keep you posted on what we find and if we need anything.”
Communications Manager:
- “I’ll handle the updates to stakeholders. I need regular, detailed updates to make sure we’re communicating accurately.”
- “We need a communication plan that matches up with our resolution efforts. Let’s talk about what we’re telling users.”
Sample Roleplay in Action
Incident Commander:
“Appreciate everyone being here. We’re dealing with a significant problem affecting multiple services. Let’s align on our current status and next steps. Vendor Liaison, what’s the latest from our vendors?”
Vendor Liaison:
“They’re aware of the issues and are ready to dive in. They need detailed logs and error reports to get started effectively.”
Partner Organization Representative:
“Our systems are really feeling the impact. We need a clear idea of how long this will take to fix and if there are any stopgaps we can use.”
Internal Engineering Lead:
“We’ve pinpointed a configuration change that might be causing this. We’re working on a rollback and need to make sure it doesn’t disrupt other areas.”
Communications Manager:
“I’ll put together updates for stakeholders. It’s important to keep them in the loop without causing panic. I’ll need consistent updates from everyone.”
Incident Commander:
“Alright, let’s set up check-ins every four hours. Vendor Liaison, make sure our vendors have what they need. Partner Rep, we’ll update you on timelines at the next check-in. Engineering Lead, please confirm the rollback plan’s impact. Comms Manager, draft the stakeholder updates, and we’ll review them together. Let’s meet again in four hours to see where we’re at.”
Post-Scenario Tools
Curveball Mode (Optional)
Introduce one of these unexpected developments to test adaptability:
- A critical vendor is unresponsive or slow to act.
- A new, unrelated incident arises, diverting resources.
- Stakeholders demand immediate resolution and escalate the issue.
Reflection Checklist
As the Incident Commander:
- Did you maintain clear communication channels?
- Did you coordinate effectively with all teams?
- Did you adapt to any unexpected challenges?
As a Participant:
- Did you provide clear updates and stay within your role’s scope?
- Did you collaborate effectively with other roles?
- Did you address challenges constructively?
Common Mistakes to Avoid
- Overlooking the need for frequent, clear communication.
- Allowing confusion or misalignment between teams.
- Neglecting external stakeholders’ concerns or constraints.
Pro Tip
In complex incidents, structured communication and team collaboration are key. Focus on building a cohesive strategy that integrates all efforts toward resolution.