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The first fifteen minutes of an incident set the tone for the rest of the resolution process. But what makes the difference between a rapid response and a stressful scramble—clear ownership—hasn't always been easy to ascertain. In this article, we’ll cover how Cortex, an internal developer portal, can be your team’s source of truth to accelerate the incident management process, and reduce MTTR.
Recently in our Better Incidents Slack channel, there’s been some chatter around how people structure dedicated incident commanders at their company: distributed or centralized. The way I see it, there are two types of commanders: the temporary, distributed role — a hat that an on-call engineer or an engineering manager puts on during an incident. Then there’s the centralized, full-time role, where someone is the designated incident commander (or one of a few) for all incidents.