incident.io

Meet Expansion Account Manager Lucy Jennings for this edition of Behind the Flame! ?? Being part of the Customer Success team means high speed, high collaboration…and sometimes the high seas. ????? From helping customers ditch Atlassian’s Status Pages to spotting expansion opportunities before they even know they exist, Lucy is always one step ahead. When she’s not being an absolute superstar, Lucy is keeping the rest of us feeling ancient in the #gen-z-explained Slack channel. Read Lucy’s full interview in the comments ?? #behindtheflame #lifeatincident #incidentios

Blink and you’d have missed it: Intercom moved hundreds of engineers off PagerDuty and Atlassian Status Page—and onto incident.io—in just a few weeks. The result? Smoother collaboration. Faster response times. Happier customers. And a single source of truth for incidents—fully integrated with Slack and built to scale. All without slowing down. ?? Read the full story with the link in comments ??

It’s been great fun working with Gergely Orosz on the “AI Engineering in the real world” post that just went live on Pragmatic Engineer, and we’re proud to be featured alongside other great companies working in the AI space. Helping Gergely with the content, though, made us realise how far our team has actually come. We’ve been so heads-down building that we haven’t shared nearly enough about the lessons we’ve learned. That’s why we’ve created “Building an AI incident responder” a microsite where we’re collecting stories from our team about what it’s really like to work with AI. Over the last year we’ve been building an incident investigator that can understand and remediate issues alongside you. We’re working at the sharp edge of what’s possible, which has pushed us in many ways: we’ve needed to build internal tools to tackle non-deterministic systems, rethink our product process, and develop resilience while working in ambitious R&D cycles. We’ve shared these lessons for two reasons: first, other teams can benefit from seeing how we’ve tackled these problems, as they generalise across AI products. But selfishly, working on these challenges is really hard, and we’re trying to find people who are excited to help us solve them. Sharing what we’ve been up to feels like the perfect way to solve for both. Our team will be sharing their individual posts with commentary over the next few weeks - keep an eye out! I promise the content is really something. Check out the link in thread???

We’re just a team, standing in front of a conference booth, asking you to stop by and say hi. ?? Come find us for some cool swag and latest feature updates if you’re also headed to #KubeCon + #CLoudNativeCon in London next week. ??Want to chat properly? DM us to set up some 1:1 time with a team member.

It’s easy to default to MTTx, but we’ve found that the most helpful insights often live in the metrics you’re not tracking yet. In our recent virtual event, we shared the lesser-known metrics that give engineering leaders a clearer, more actionable view of incident response. ?? Like the fact that 17% of pages go unacknowledged by the first on-call responder. That’s not something MTTx will tell you—but it’s something you can fix. If you’re ready to go deeper than time-based metrics, this one’s worth a watch. ???Link in comments ?? Chris Evans Jack Colsey

We may be slightly biased, but the last slide is our favorite. ?? ??

We all wish we had a Lisa to help us through our incident… even Lisa wants a Lisa ??

Are your incident calls feeling a little...crowded? ???? ???? ???? ???? With Scribe, our AI note taker, your team can skip manual team updates and focus on actually fixing the issue—while Scribe handles the notes for you. ?? Less noise, faster resolution. See more: https://lnkd.in/g6ks_d57

"Linear is great, but crafts are more fun." - Our AI team

Resilience, reliability, and refreshments—what more could you ask for? ?? Join us and our friends at the Resilience in Software Foundation at SREcon Americas for an evening of great conversations and even better company. Whether you're deeply involved in resilience engineering or just starting to explore it, this is a chance to connect with like-minded folks, share ideas, and discuss how we can build more reliable systems—together. ?? ?? Register here: https://lu.ma/9m9naq54 #SREcon