RunAs Radio Incident Management and the Crowdstrike Event with Liam Westley
24 snips
Dec 10, 2025 Liam Westley, a fintech and engineering leader, shares insights from managing an incident during the CrowdStrike update that caused global outages. He discusses the critical importance of having incident plans in place, especially in regulated environments. Liam explains how his team managed to report incidents efficiently using a Slack integration. He highlights the unexpected supply-chain impacts even though they didn't use CrowdStrike. Finally, he emphasizes lessons learned about resilience, customer communication, and regulatory compliance in incident management.
AI Snips
Chapters
Transcript
Episode notes
Start With A Simple Incident Plan
- Do create a simple, usable incident plan and start using it immediately to iterate and improve.
- Lower friction reporting (e.g., a Slack plugin) increases company-wide incident participation.
Make Reporting Low Friction
- Allow anyone to report incidents with a few clear categories and minimal fields.
- Classify impact (critical/major/minor) and include duration to guide escalation.
Preapprove Customer Communications
- Pre-approve legal-cleared customer email templates to send quickly during incidents.
- Keep boilerplate legal language and allow marketing to customize one line for context.