Fewer, Happier Incident Heroes
- Will Larson
tl;dr: "A few long-tenured engineers, who happen to have the explicit access credentials to all key systems and implicit permission to use them, help respond to almost all incidents. These folks become increasingly load bearing, as few others acquire the knowledge, and access credentials, to respond when they’re not available. Fast forward to the future, and one of these key responders leaves the companies, which creates more load on the remaining responders." Will discusses how to solve this.