Pandemic has changed the world around us. Remote work has become a reality, which was earlier limited to very few tech companies. In addition to that sea change in work culture, incident management is becoming an organization-wide process. These two changes have made it important to put the spotlight on the human or people aspect of incident management. That’s exactly what Kintaba is doing. In this clip, Kintaba CEO and Co-Founder John Egan explains why this is the right time to start talking about it and why they introduced the human-centric heatmaps for incident response.