From alert to resolution: Building a modern incident response model for engineering & IT
Date: Wednesday, 25 November, 2026
Time: 3:00 p.m. GMT | 4:00 p.m. CET
Fast-moving engineering teams and IT organisations often manage incidents in very different ways. Engineering teams need speed and autonomy, while IT needs visibility, governance and a clear record of what happened.
Join Freshworks and FireHydrant to explore how modern organisations can connect engineering response with IT service operations, creating a more coordinated approach from the first alert through to resolution and learning.
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Meet your speakers
Alex works closely with organisations as they navigate the practical challenges of modernising their service operations. He brings a customer-focused perspective on the operational complexity created by disconnected tools, manual handoffs and fragmented workflows, and how organisations can bring Engineering and IT closer together to improve responsiveness, visibility and business outcomes.
Jessica brings a product and market perspective to the evolving role of incident response across Engineering and IT. She focuses on how organisations can connect technology, people and processes to reduce operational friction, improve visibility and create more consistent service experiences. In this session, Jessica will explore what modern incident response looks like from a broader business and service operations perspective.
Matt brings hands-on solution engineering expertise to the intersection of Engineering incident response and IT service operations. He helps organisations understand how they can connect alerting, response workflows, service context and learning into a more coordinated incident lifecycle. In this session, Matt will share practical insight into how teams can respond faster without sacrificing governance, visibility or continuous improvement.