How to react when things go wrong

Tom Blomfield, founder of Monzo and GoCardless, shares his experience dealing with a major incident that led to a 10-hour outage at Monzo. He emphasizes the importance of having clear roles and responsibilities during an incident, as well as effective communication protocols. The company's biggest learning was the need for good incident response tooling, which eventually led to the development of incident.io, a Slack bot that streamlines incident management processes.