Fewer, happier incident heroes.
My wife was kind enough to review a piece I’m writing about incident response, and brought up a related topic that I couldn’t fit into that article but is infinitely fascinating: how should companies respond to a small group of engineers who become critical responders in almost all incidents?
This happens at many companies, usually along the lines of: a few long-tenured engineers, who happen to have the explicit access credentials to all key systems and implicit permission to use them, help respond to almost all incidents.