Every Escalation engineer knows this simple truth — “if you find it faster, you will solve it faster” (“it” being the incident you want to avoid). …

One of my favorite proverbs of all times is this: “Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for life” (Attributed to Maimonides, 12th century A.D). Why do I like this proverb so much? Because it embodies…

When I started my journey in the IT world, my badge bore the motto of the company that saw fit to grant me this opportunity (Comverse technologies, you are forever in my mind 😃): “Our goal is to meet or exceed our customers’ expectations”. Take a moment and think about…

Here at Gett, we have several degrees for production environment related issues: 🔨 Trivial: A small issue that affects the occasional user in a remote aspect of the application ⚠️ Medium: slightly more inconvenient, but not business disrupting ❗️ Critical: a potentially business affecting issue if not treated within the…

Gett is a global operation driving scores of passengers daily around 3 geographical regions and providing service to hundreds of thousands of end users. Did you ever stop to ask yourself what makes this great operation tick? Besides the amazingly talented R&D engineers that write the code and the fearless…

Incident management is a crucial part in any service-providing company. Its the process where a critical service disruption is managed from start to finish, all the while taking into account the following: In-time problem detection. Alerting the correct service owners of the problem. Coordinating the repair efforts. Alerting stakeholders (of…