When incidents hit, teams often swing from underreaction to full panic. Both hurt delivery. A practical triage playbook creates calm under pressure.
Classify incidents by user impact, scope, and time sensitivity. Then decide one owner, one communication channel, and one next checkpoint. Clarity beats speed theater.
Do not pull the whole team into every issue. Keep responders small and rotate support load fairly. Protect planned work unless impact is truly severe.
After resolution, write a short learning note. Focus on system improvements, not blame. The goal is faster recovery and fewer repeats.