Major Incident Management Communications
In high-pressure situations concerning software instability or service disruption, my role involves:
Cross-Functional Coordination
Collaborating in real-time with Technical Support, Product Management, Account Management, Site Reliability, Engineering, and Development teams to rapidly synthesize complex technical issues into clear, non- technical customer updates.
Transparency and Trust
Drafting, programming, and coding these messages to provide customers with the latest information, ensuring maximum transparency regarding the issue's status and expected resolution.
Mitigating Strain
Executing these immediate outreach campaigns was crucial to providing proactive support to customers and reducing the volume of reactive inquiries directed to Account Managers and Technical Support channels during active incidents.
The emails linked below are examples of emergency communications drafted and deployed under Ontada’s Incident Response protocol.
This process ensures customers are always informed, maintaining trust and stability even when the software encounters an issue. I draft the content, program the email for the appropriate audience, and build the emails to send for customers.
Jan. 14, 2025: Interim process for reviewing and updating regimens
Feb. 3, 2025: Documenting biomarkers impacted by production issue
Sept. 12, 2025: Connectivity and Message Center Issue
Customer-Facing Root Cause Analysis
Following a Major Incident, customer-facing root cause analyses are prepared upon request.
Collaborating across technical teams, product management, account management, legal, and compliance, I draft the content to facilitate conversations with stakeholders and customers.
Dec. 9, 2024: Rituximab IV + EPOCH dose adjusted
Aug. 4, 2025: Interface message delay in iKnowMed Generation 2