The author reflects on their early career as a Systems Administrator at a university and how it taught them the complexities of incident management, particularly in handling mission-critical bugs. They describe a typical scenario where a user reports a significant issue, which is then passed to a developer who might feel overwhelmed by the lack of detailed information. The author emphasizes the importance of thorough documentation and gathering comprehensive information, such as steps, screenshots, and error messages, to aid developers in resolving issues efficiently. They argue that effective incident management requires teamwork and continuous documentation, enabling a smoother resolution process and reducing the likelihood of future issues, ultimately highlighting the collaborative nature of troubleshooting and problem-solving within technical teams.