Introduction: What You’ll Learn
This simulation guides you through handling a multi-day incident response that involves coordination with external partners. Your focus will be on managing communications, prioritizing tasks, and ensuring the team stays aligned under pressure.
You’ll practice:
- Effectively coordinating with external parties
- Prioritizing tasks and managing resources
- Communicating clearly under stress
- Keeping the team motivated and aligned
Step-by-Step Simulation
Scene 1: Initial Incident Notification
Facilitator: "Hey team, we've got reports of a critical issue affecting our payment processing service. It's causing transaction problems for several major clients. Let's gather in the war room to kick off an initial assessment."
(The team gathers, and the facilitator begins.)
Facilitator: "Here's what's happening: We've noticed transaction failures starting at midnight UTC. It looks like it might be an issue with the third-party payment gateway. Let's first figure out the scope and impact."
Scene 2: Coordinating the Initial Response
Facilitator: "Priya, can you lead the internal check to see if this is on our side or with the gateway? Alex, start logging all incidents and keep a timeline. Sara, reach out to the payment provider to see if they're aware of any issues."
Priya: "Sure, I'll dive into the logs and check recent deployments. I’ll update in about 30 minutes."
Sara: "I'll contact our account manager at the gateway and escalate if necessary. I'll let you know what they say."
Facilitator: "Awesome. Keep the incident channel updated with anything new."
Scene 3: Escalating and Managing External Dependencies
(Two hours later, the facilitator calls for another check-in.)
Facilitator: "Let's hear some updates. Priya?"
Priya: "We can rule out recent deployments. It seems isolated to the payment gateway interactions."
Sara: "I spoke with the gateway team. They're dealing with a regional outage affecting multiple clients. No ETA yet, but they're on it."
Facilitator: "Thanks, Sara. Let's get a communication ready for our clients. Alex, draft an update with our current status and next steps. Priya and Alex, see if you can work on a workaround for critical transactions if the gateway stays down."
Alex: "I'll draft the client update and get it to customer support for distribution."
Facilitator: "Great. Let's meet again in two hours or sooner if we have major updates."
Scene 4: Managing the Extended Incident
(Day 2: The issue persists, and the team reconvenes.)
Facilitator: "It's been over 24 hours, and the gateway is still down for some regions. We need to rethink our strategy. Priya, any progress on the workaround?"
Priya: "Yes, we've set up a temporary reroute using an alternative gateway for high-priority transactions. It's live now."
Facilitator: "That's great work. Let's make sure this workaround is stable. Sara, keep pushing for updates from the gateway team. Alex, update clients and stakeholders on the workaround."
Sara: "I’ll escalate further with their tech lead. We need a clearer timeline."
Alex: "Updating clients now with workaround details."
Scene 5: Wrapping Up and Reflection
Facilitator: "Nice job, everyone. The workaround is working, and we're seeing transaction success rates improve. Let's keep a close eye on things."
- Stay in touch with the gateway provider for updates
- Make sure client updates are timely and accurate
- Plan a post-incident review to find areas for improvement
Facilitator: "Let's regroup tomorrow for final checks, and we'll schedule a retrospective to capture what we learned. Thanks for your hard work and quick thinking."
Mini Roleplay Challenges
Challenge 1: The external provider is unresponsive.
- Best Response: “Sara, escalate to their management and try alternative contact channels.”
Challenge 2: A client demands compensation.
- Best Response: “Alex, coordinate with legal and finance to discuss compensation options.”
Challenge 3: Team morale is low due to long hours.
- Best Response: “Let’s rotate shifts to ensure everyone gets some rest. I’ll organize a team lunch tomorrow.”
Optional Curveball Mode
- The alternative gateway experiences issues.
- A key team member is unavailable.
- A media outlet contacts you for a statement.
Practice handling each scenario with strategic communication and quick thinking.
Reflection Checklist
Incident Management
- Did I maintain clear communication throughout the incident?
- Did I manage external dependencies effectively?
- Did I keep the team focused and motivated?
Leadership & Tone
- Was I calm and decisive under pressure?
- Did I ensure all stakeholders were informed?
- Did I facilitate teamwork and collaboration?
Common Mistakes to Avoid
- Neglecting external communication
- Focusing only on technical fixes without stakeholder updates
- Allowing fatigue to impact team performance
- Failing to plan a thorough post-incident review