Gone are the days when incidents were manual to resolve, invisible to customers, and overall viewed with a negative lens. This is part two of the virtual event series as we dive into our fresh take on what incidents should look like, The Incident Way, and hear from customer stories putting these principles into practice.

Scaling incident management processes can present massive challenges for an organization as large and complex as Netflix. And for Netflix, whose brand has become synonymous with dependability, there’s a lot at stake. Since its introduction to a specific set of Netflix teams, incident.io has been organically adopted far and wide across Netflix Engineering, highlighting just how indispensable and impactful the tool has become.

During a recent episode of ⁠The Debrief⁠, we spoke with Jeff Forde, Architect on the Platform Engineering team at Collectors, about building an incident management program at various stages of growth. In that episode, we called it growth from zero to one, one to two, and two to three. But what happens once you’ve scaled beyond three and answers to question you may have become that much harder to find.

In this event uncover the common pains associated with legacy incident management norms and why they don’t meet the mark for modern needs.

This week, we have a really fun conversation lined up. For this episode, we chatted with Toby Jackson, Global SRE Team Lead at Future, about why it’s a bad idea to take a cookie-cutter approach to incident management or, put another way, why it’s not a good idea to treat all incidents alike. In our conversation, we discuss what’s wrong with this approach, some situations where this might actually make sense, how psychological safety factors into this conversation, and a whole lot more.