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Your team is facing prolonged incident response efforts. How do you keep their morale and motivation high?

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Handling prolonged incident response efforts in IT Operations can test the resilience of your team. It's a marathon, not a sprint, and maintaining high morale and motivation is crucial. When systems go haywire, and downtime ticks up, it's your job to keep the team focused and positive. But how do you achieve this when the pressure is mounting and fatigue is setting in? It's about striking the right balance between professional support and personal understanding, ensuring that your team not only responds effectively but also remains engaged and motivated throughout the process.

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Rammohan Thirupasur

Ex Associate Director - Sr. Trainer - Coach - Advisor | Gen AI & ICS/OT Security - AI GRC - Sovereign AI - Oracle…
Vincenzo John Iaciofano

Senior Lead, Service Assurance. Major Incident Manager at Tata Communications
Rafael Groenendal da Costa

Tecnólogo em Redes de Computadores ?? | Pós-graduando em Engenharia de Redes e Telecomunica??es ?? | Redes ??…

1 Acknowledge Efforts

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Rammohan Thirupasur

Ex Associate Director - Sr. Trainer - Coach - Advisor | Gen AI & ICS/OT Security - AI GRC - Sovereign AI - Oracle Cloud Infrastructure (OCI) - AI Product Management - Design Thinking - Leadership - Keynote Speaker
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It can be taxing on a team's morale. Here are some strategies that I followed to keep spirits and motivation high : ??I regularly express gratitude for their dedication and effort. ??I ensure a safe space for team members to share their concerns and frustrations. ??I try to adjust work schedules if possible to accommodate personal needs. ??I make sure acknowledge and appreciate even minor achievements. ??I try to provide tangible rewards, such as time off or extra compensation. ??I encourage team members to recognize each other's contributions. ??I organize virtual or in-person activities to foster camaraderie. I always reinforce the team's shared mission and purpose.

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2 Encourage Breaks

Encouraging regular breaks is essential for preventing burnout during prolonged incident response. You understand that marathon troubleshooting sessions can drain your team's energy and creativity. By promoting short, frequent breaks, you allow them to step back, recharge, and return to the problem with fresh eyes. This isn't just about grabbing a coffee or stretching legs; it's about giving their minds a brief respite to maintain peak problem-solving abilities.

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Vincenzo John Iaciofano

Senior Lead, Service Assurance. Major Incident Manager at Tata Communications
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If you are at home is good to step out into the garden breathe some fresh air maybe go for a short walk a short cycle something to raise that heartbeat get some natural endorphins and them return. If you are in the office maybe a trip to get something to eat or drink. Some of the offices I have worked such as in Docklands were awesome to just get outside for a short while eat your lunch. If you are not lucky enough to have a space outside try to get away from the screen or think about something else a distraction for a time that my even trigger a new way of looking

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3 Provide Resources

Ensuring your team has access to the necessary resources is key to maintaining morale. This includes up-to-date tools, documentation, and support from other departments. When your team knows they have everything they need to tackle the incident, their stress levels decrease, allowing them to focus on the task at hand. Moreover, investing in their professional development by providing training on new technologies or incident response techniques can empower them and boost their confidence.

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4 Foster Teamwork

Fostering a strong sense of teamwork can make all the difference during challenging times. Encourage collaboration and open communication among your team members. When they work together effectively, sharing insights and solutions, they can overcome obstacles more efficiently. This collective approach not only speeds up incident resolution but also builds a supportive environment where everyone feels they are part of a team that can tackle any challenge.

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Rafael Groenendal da Costa

Tecnólogo em Redes de Computadores ?? | Pós-graduando em Engenharia de Redes e Telecomunica??es ?? | Redes ??, Opera??es de TI ?? e Linux ??.
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Adding up efforts will speed up to resolution, will load balance efforts and will not burn out only a single person. Everybody in the team can help with some sort of knowledge and everybody needs to be open to listen.

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5 Balance Workloads

Balancing workloads is crucial to prevent any one team member from becoming overwhelmed. Distribute tasks based on each individual's strengths and current workload. This ensures that no single person is bearing the brunt of the pressure, which could lead to burnout and decreased motivation. By monitoring workloads and making adjustments as necessary, you help maintain a sustainable pace and keep morale high.

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6 Celebrate Successes

Celebrating successes, no matter how small, can significantly boost morale. When your team successfully resolves an issue or improves the incident response process, take a moment to celebrate these wins. This could be as simple as verbal recognition or as elaborate as a team lunch. Celebrating these victories reminds your team that their hard work pays off and encourages a positive outlook on future challenges.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your team is facing prolonged incident response efforts. How do you keep their morale and motivation high?

1

2

3

4

5

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7

1 Acknowledge Efforts

2 Encourage Breaks

3 Provide Resources

4 Foster Teamwork

5 Balance Workloads

6 Celebrate Successes

7 Here’s what else to consider

IT Operations

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Your team is facing prolonged incident response efforts. How do you keep their morale and motivation high?

1

2

3

4

5

6

7

1 Acknowledge Efforts

2 Encourage Breaks

3 Provide Resources

4 Foster Teamwork

5 Balance Workloads

6 Celebrate Successes

7 Here’s what else to consider

IT Operations

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