This is wonderful, especially the section on what didn't work ("Anti patterns," bottom of page). This one in particular feels like good advice to startup found

This is wonderful, especially the section on what didn't work ("Anti patterns," bottom of page). This one in particular feels like good advice to startup founders as their company grows: > Trying to take on multiple roles.# In past PagerDuty incidents, we've had instances where the Incident Commander has started to assume the Subject Matter Expert role and attempted to solve the problem themselves. This usually happens when the IC is an engineer in their day-to-day role. They are in an incident where the cause appears to be a system they know very well and have the requisite knowledge to fix. Wanting to solve the incident quickly, the IC will start to try and solve the problem. Sometimes you might get lucky and it will resolve the incident, but most of the time the immediately visible issue isn't necessarily the underlying cause of the incident. By the time that becomes apparent, you have an Incident Commander who is not paying attention to the other systems and is just focussed on the one problem in front of them. This effectively means there's no incident commander, as they would be busy trying to fix the problem. Inevitably, the problem turns out to be much bigger than anticipated and the response has become completely derailed.