Scaling Incident Management: How we grew Google Meet 50x during COVID19

Running a month-long, high-touch, structured incident response to ensure Google Meet scaled up appropriately during COVID19 without any user-facing outage required quick and creative adaptations to our standard incident management practices to succeed. This talk will cover how we organized the work — human, technical, and organizational — needed to prevent outages while we strove to keep ahead of pandemic-driven explosive product growth, and we’ll apply it to future long-running, large-scale incidents.