Restore service before solving the mystery
Separate incident restoration from root-cause investigation during a live service disruption.
The move: restore first, investigate second. Incident management exists to reduce business impact from an interruption or degradation of service. That means the first question is not "what is the perfect root cause?" It is "what path gets users back to an acceptable service level fastest without creating new risk?" A workaround, rollback, queue reroute, or temporary access fix can be the right incident move even when the technical mystery is still open. Two jobs, two tempos Incident work is time-sensitive. It needs triage, ownership, updates, and restoration. Problem work is learning-sensitive. It needs evidence, cause analysis, known-error control, and…
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