Incident Management at Internet Scale: A practical guide to making your Major Incident process work

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How to handle a major incident is a test of an organization's people, process, and culture. No place is ever completely free of them, but how you handle them can take your organization from blamestorms and firing squads to collaborative problem solving and designing for resilience. Over the last 19 years, Akamai has grown from a small startup out of MIT to a trusted platform provider that is responsible for handling a third of all global web traffic. In that time, our major incident process has grown and evolved to help face the challenges we've seen from flash crowds to massive botnets.

This session will pull back the covers on how Akamai handles its major incidents, offer advice on how to build a culture where mistakes are seen as learning opportunities, and share practical guidance on how you can evolve your major incident process to fit the needs of your organization.

Speaker: Jason Stonehouse
After spending 10 years working in IT, Jason stepped out of the IT box to work on the business side of the fence. He currently leads a global team of program managers at Akamai Technologies handling knowledge, insight, and strategic operations programs for their global services and support organization. He served as the President of the itSMF USA Boston LIG from 2012-2015 and on the itSMF Board and IG (BIG) team from 2013-2016. Jason is ITIL Expert Certified, and it is rumored that his hair has its own ISO standard.

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