My latest tenure of 2.5 years is closely related to Designing and Adopting Incident Management Framework (as part of Program Management org). This activity was driven with two primary objectives in mind: Reach an uptime of 99.99% , and Ensure engineering knows about any outage first. Establishing the Network Operations Center (NOC) Team is a strategic move to shape a robust system and take charge of Incident Management. I'll talk details about Metrics and KPIs, such as First Time to Respond, Time to Acknowledge, Time to Assemble, Proactive Engineering Detection Rate, Number of Critical False Positives that helped boost the uptime to almost four-nines.