Major Incident Operating Model
Severity rules, roles, bridges, decision paths, status rhythm, and comms that make the next incident less chaotic.
Major incident management / ITSM consulting
Less panic. Faster restoration. Better next time.
Incident command, escalation design, problem management, and automation for teams that need the bridge to become a machine instead of a shouting match.
TargetLower MTTR
MethodITIL + TIM*
OutputRunbooks that work
After-actionFewer repeats
Built for outage rooms, executive pressure, and repeat pain.
The goal is not a prettier process diagram. The goal is a response model people can use while the clock is running and customers are waiting.
Recurring Incident Reduction
Turn repeat incidents into owned problem work with evidence, root-cause paths, prevention actions, and accountable follow-through.
Monitoring and Workflow
Dashboards, alert triage, inbox watching, documentation capture, and lightweight automation that removes operational drag.
What is a Technical Incident Manager (TIM)?
TIM is a term we use for a specific kind of incident manager: one who is genuinely technical. Most incident managers are strong at process, coordination, and communication, but are not hands-on engineers. A Technical Incident Manager runs the bridge and understands the systems on it.
Process-only incident management has a ceiling
A non-technical IM keeps the call orderly, but often has to relay every question to engineers, translate answers they cannot verify, and hope the room is reading the situation correctly. Under pressure, that gap costs minutes and clarity.
A TIM closes it
Because a TIM can read logs, follow the architecture, question a theory, and recognize a likely cause, they build real understanding of the incident in real time. In many cases they can help drive or even propose the fix, not just track it.
Why a TIM is worth it to the organization.
- Faster restoration
Fewer translation hops between the bridge and engineering means faster mitigation and lower MTTR. - Better decisions
Technical judgment on the call helps separate real theories from noise before time is wasted chasing dead ends. - Credible command
Engineers trust a lead who understands the work, which keeps the room calm and cooperative under pressure. - Stronger prevention
A TIM captures accurate technical truth during the incident, which makes problem management and prevention far more effective. - Hands-on when needed
When appropriate, a TIM can directly contribute to or validate the solution instead of only coordinating others.
The audacious part: stop celebrating heroics.
Great incident response is not one brilliant person saving the day. It is a system that makes good decisions easier, faster, and more repeatable.
$ incident-room --restore-service --capture-truth --prevent-repeat
CommandClear owner, clear objective, clear next action.
CommsRight message, right audience, right cadence.
EvidenceCapture what happened while it is still fresh.
PreventionMake the repeat incident harder to repeat.
Bring one recent incident.
We will map the flow, identify the weak points, and find the fastest path to a cleaner operating model.
Free initial consultation
Start with one incident, one recurring problem, or one escalation path that needs discipline.
Start the review