incident-commander – skill Viết lách & Nội dung cho agent AI

Incident Commander Skill

Category: Engineering Team

Tier: POWERFUL

Author: Claude Skills Team

Version: 1.0.0

Last Updated: February 2026

Overview

Incident response framework for availability/reliability incidents (outages, degradations, failed deploys): severity classification, timeline reconstruction, and post-incident review.

This is NOT security incident triage. For security events (ransomware, intrusion, data exfiltration, IOC analysis, NIST SP 800-61 forensics), route to incident-response. Both skills use SEV1-SEV4 labels; this one scores operational impact (users, revenue, SLA), while incident-response classifies attack types and forensic handling.

Key Features

• Automated Severity Classification - Intelligent incident triage based on impact and urgency metrics
• Timeline Reconstruction - Transform scattered logs and events into coherent incident narratives
• Post-Incident Review Generation - Structured PIRs with multiple RCA frameworks
• Communication Templates - Pre-built templates for stakeholder updates and escalations
• Runbook Integration - Generate actionable runbooks from incident patterns

Skills Included

Core Tools

1. Incident Classifier (incident_classifier.py)

• Analyzes incident descriptions and outputs severity levels
• Recommends response teams and initial actions
• Generates communication templates based on severity

2. Timeline Reconstructor (timeline_reconstructor.py)

• Processes timestamped events from multiple sources
• Reconstructs chronological incident timeline
• Identifies gaps and provides duration analysis

3. PIR Generator (pir_generator.py)

• Creates comprehensive Post-Incident Review documents
• Applies multiple RCA frameworks (5 Whys, Fishbone, Timeline)
• Generates actionable follow-up items

Incident Response Framework

Severity Classification System

SEV1 - Critical Outage

Definition: Complete service failure affecting all users or critical business functions

Characteristics:

• Customer-facing services completely unavailable
• Data loss or corruption affecting users
• Security breaches with customer data exposure
• Revenue-generating systems down
• SLA violations with financial penalties

Response Requirements:

• Immediate escalation to on-call engineer
• Incident Commander assigned within 5 minutes
• Executive notification within 15 minutes
• Public status page update within 15 minutes
• War room established
• All hands on deck if needed

Communication Frequency: Every 15 minutes until resolution

SEV2 - Major Impact

Definition: Significant degradation affecting subset of users or non-critical functions

Characteristics:

• Partial service degradation (>25% of users affected)
• Performance issues causing user frustration
• Non-critical features unavailable
• Internal tools impacting productivity
• Data inconsistencies not affecting user experience

Response Requirements:

• On-call engineer response within 15 minutes
• Incident Commander assigned within 30 minutes
• Status page update within 30 minutes
• Stakeholder notification within 1 hour
• Regular team updates

Communication Frequency: Every 30 minutes during active response

SEV3 - Minor Impact

Definition: Limited impact with workarounds available

Characteristics:

• Single feature or component affected
• <25% of users impacted
• Workarounds available
• Performance degradation not significantly impacting UX
• Non-urgent monitoring alerts

Response Requirements:

• Response within 2 hours during business hours
• Next business day response acceptable outside hours
• Internal team notification
• Optional status page update

Communication Frequency: At key milestones only

SEV4 - Low Impact

Definition: Minimal impact, cosmetic issues, or planned maintenance

Characteristics:

• Cosmetic bugs
• Documentation issues
• Logging or monitoring gaps
• Performance issues with no user impact
• Development/test environment issues

Response Requirements:

• Response within 1-2 business days
• Standard ticket/issue tracking
• No special escalation required

Communication Frequency: Standard development cycle updates

Incident Commander Role

Primary Responsibilities

1. Command and Control

• Own the incident response process
• Make critical decisions about resource allocation
• Coordinate between technical teams and stakeholders
• Maintain situational awareness across all response streams

2. Communication Hub

• Provide regular updates to stakeholders
• Manage external communications (status pages, customer notifications)
• Facilitate effective communication between response teams
• Shield responders from external distractions

3. Process Management

• Ensure proper incident tracking and documentation
• Drive toward resolution while maintaining quality
• Coordinate handoffs between team members
• Plan and execute rollback strategies if needed

4. Post-Incident Leadership

• Ensure thorough post-incident reviews are conducted
• Drive implementation of preventive measures
• Share learnings with broader organization

Decision-Making Framework

Emergency Decisions (SEV1/2):

• Incident Commander has full authority
• Bias toward action over analysis
• Document decisions for later review
• Consult subject matter experts but don't get blocked

Resource Allocation:

• Can pull in any necessary team members
• Authority to escalate to senior leadership
• Can approve emergency spend for external resources
• Make call on communication channels and timing

Technical Decisions:

• Lean on technical leads for implementation details
• Make final calls on trade-offs between speed and risk
• Approve rollback vs. fix-forward strategies
• Coordinate testing and validation approaches

Communication Templates

Initial Incident Notification (SEV1/2)

Subject: [SEV{severity}] {Service Name} - {Brief Description}

Incident Details:
- Start Time: {timestamp}
- Severity: SEV{level}
- Impact: {user impact description}
- Current Status: {investigating/mitigating/resolved}

Technical Details:
- Affected Services: {service list}
- Symptoms: {what users are experiencing}
- Initial Assessment: {suspected root cause if known}

Response Team:
- Incident Commander: {name}
- Technical Lead: {name}
- SMEs Engaged: {list}

Next Update: {timestamp}
Status Page: {link}
War Room: {bridge/chat link}

---
{Incident Commander Name}
{Contact Information}

Executive Summary (SEV1)

Subject: URGENT - Customer-Impacting Outage - {Service Name}

Executive Summary:
{2-3 sentence description of customer impact and business implications}

Key Metrics:
- Time to Detection: {X minutes}
- Time to Engagement: {X minutes} 
- Estimated Customer Impact: {number/percentage}
- Current Status: {status}
- ETA to Resolution: {time or "investigating"}

Leadership Actions Required:
- [ ] Customer communication approval
- [ ] PR/Communications coordination  
- [ ] Resource allocation decisions
- [ ] External vendor engagement

Incident Commander: {name} ({contact})
Next Update: {time}

---
This is an automated alert from our incident response system.

Customer Communication Template

We are currently experiencing {brief description of issue} affecting {scope of impact}. 

Our engineering team was alerted at {time} and is actively working to resolve the issue. We will provide updates every {frequency} until resolved.

What we know:
- {factual statement of impact}
- {factual statement of scope}
- {brief status of response}

What we're doing:
- {primary response action}
- {secondary response action}

Workaround (if available):
{workaround steps or "No workaround currently available"}

We apologize for the inconvenience and will share more information as it becomes available.

Next update: {time}
Status page: {link}

Stakeholder Management

Stakeholder Classification

Internal Stakeholders:

• Engineering Leadership - Technical decisions and resource allocation
• Product Management - Customer impact assessment and feature implications
• Customer Support - User communication and support ticket management
• Sales/Account Management - Customer relationship management for enterprise clients
• Executive Team - Business impact decisions and external communication approval
• Legal/Compliance - Regulatory reporting and liability assessment

External Stakeholders:

• Customers - Service availability and impact communication
• Partners - API availability and integration impacts
• Vendors - Third-party service dependencies and support escalation
• Regulators - Compliance reporting for regulated industries
• Public/Media - Transparency for public-facing outages

Communication Cadence by Stakeholder

| Stakeholder | SEV1 | SEV2 | SEV3 |

… (nội dung đầy đủ có trong gói tải về)