Command Performance: 5 Keys to Creating Great Incident Commanders

In a detailed exploration of New Relic's incident response strategies, the text recounts the significant incident on February 27, 2017, when the Amazon S3 US-East-1 region outage prompted a critical response from the New Relic Emergency Response Force (NERF). The document emphasizes the pivotal role of Incident Commanders (ICs) in managing incidents, highlighting five best practices for ICs that include focusing on coordination, controlling the flow of emotions, information, and analysis, mastering incident context, recognizing the importance of training while identifying natural talent, and practicing through simulations. The text underscores the importance of a well-prepared IC, trained within a DevOps environment where engineers are on-call for their services, and emphasizes the need for a blameless culture to support ICs in making difficult decisions. The overarching message is the necessity of having a confident, calm, and well-trained IC for effective incident management, while also highlighting New Relic's commitment to empowering and recognizing these critical roles within their organization.