Something is down! What should we do?
First: Breathe. It’s just tech. We’ll fix it.
Slow down. Hasty decisions won’t help us be operational again. In fact, they often lead to making more mistakes. Remember to "Go slow to go fast". We have time to think before we act.
The formal process described here helps us slow down and think. When possible an oncall engineer should be paired with a more senior or experienced mentor engineer, and the oncall engineer should try to execute as much of this process themselves. The oncall/mentor pairing primarily intends for mentors to support fellow engineers in their oncall and engineering journey, providing a backstop only when necessary.