Full disclosure — I am not Tom Cruise (Shocker, I know 🙃). What I am, is an Incident manager, who, not unlike Ethan hunt (portrayed by the mighty Tom), also has to deal with uncertainties in life and surprises. All the more in this day and age where COVID-19 forced us all to stay at home and be introduced to a new reality. In the following blog post, I’ll share the change our IM (Incident Management / Impossible Mission) process underwent to support working from home.

Monitoring — tweaking the “false positives”

The number one tool of an Incident Manager is an extensive monitoring system.


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). To detect those pesky incidents, we invest a lot of money in various application performance monitoring (APM) tools, and most of us use the out-of-the-box functionality these tools offer.

But, what if I told you that you can save hundreds of thousands of yearly dollars if you take a step further and create transaction-specific alerts and be aware about third-party elements affecting your system. Would you like to know more? …

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 a great truth in it that we should all implement in our day-to-day work as IT professionals: Share your knowledge.

The more you share, the better your business will become as more and more professionals will be able to operate both the system and problems that may occur (I do…

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 this motto. We all want to do a good job in service of our customers, but the thing that defines a successful service is when you foresee what your customer needs before they know it themselves. …

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 next few days
  • 🔥 Fire: A “Drop everything you’re doing and fix this issue now” type of situation. It has a critical effect on the business and users are currently experiencing severe degradation while using the service

In the following blog post, I’ll review one such “Fire” incident we managed…

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 operators who handle the customers daily requests, there‘s a team of escalation engineers who tackle the not-so-usual issues, and who make sure Gett operation remains up and running.

These are the Global Technical Support team members, affectionately dubbed “Tech Heroes”.

In the following blog, I’ll share with you a “day…

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 all levels) of the problem and its effects on the company’s business and clients.
  • Constantly updating upper management of the progress, keeping work transparent.
  • And last, but not least, Root Cause Analysis of the problem that will contain what caused the issue to happen and what can be done to…

Lior Avni

Global technical support & Incident manager at Gett. Working with customers for the better part of 20 years and enjoying every minute of it :-)

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