Also called Outage, Incident commander, Mitigation
An unplanned event that is hurting users, or about to, and needs people to coordinate. The work has an order: stop the harm first, then understand why.
The instinct is to hunt for the root cause while users keep failing, and an agent's instinct is to start changing things. Someone has to hold the whole picture and decide what gets tried, because a change made during an incident needs the most care of all.
Say it to your agent
“We have an incident and I am running it. You are read-only: pull the error rate by release for the last hour, and the last three deploys. Change nothing, even things you are sure about. Give me two options for stopping the harm, each with what it could make worse.”