Latest / Tech Leadership with Fexingo: Engineering Managers, CTOs, and Technical Leadership Conversations
How One Team Cut Their Incident Response Time by 70 Percent
In this episode of Tech Leadership with Fexingo, Lucas and Luna dive into a case study of a mid-stage SaaS company that slashed its mean time to acknowledge (MTTA) from 12 minutes to under 4 minutes — a 70% improvement — without adding headcount or buying expensive tools. They break down the three specific changes the team made: redesigning the on-call rotation to use a 'follow-the-sun' model, implementing a tiered escalation protocol that routes alerts based on severity, and introducing a 'swarming' practice where the first responder owns the incident until resolution. Lucas shares why most…
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