Learn/Handoff
ON-CALL MANAGEMENT

On-Call Handoff

The structured process of transferring incident context, active alerts, and duties from one on-call engineer to the next.

Handoff

The structured process of transferring incident context, active alerts, and duties from one on-call engineer to the next.

## Don't Drop the Baton A bad handoff is where incidents fall through the cracks. **The Handoff Checklist:** 1. **Active Incidents**: Is anything currently burning? 2. **Muted Alerts**: Did you silence anything? Why? 3. **WIP**: Are there ongoing investigations?

ExTeam Handoff Process Improvement

"Team had 3 "dropped incidents" in one quarter due to poor handoffs. Implemented 15-minute handoff meeting with checklist template. 6 months later: zero dropped incidents, faster ramp-up for new team members."

Impact
Reduced repeat incidents by 45%
Resolution
Created handoff template in Slack with required fields

Why Handoff Matters

Prevents knowledge gaps ("I didn't know that alert was muted!").

Ensures continuity of care for ongoing issues.

Common Pitfalls

Handoff via email or docs only
Do a synchronous handoff call or Slack huddle. Async documentation is important, but real-time conversation catches gaps.
No handoff checklist
Use a standard handoff template. Checklist ensures nothing is forgotten: active incidents, muted alerts, WIP, upcoming events, recent changes.

Related Terms

On-Call ScheduleIncident Commander

Frequently Asked Questions

What should be included in an on-call handoff?
Active incidents with status, muted alerts with reasons, ongoing investigations, pending items, contact info for key stakeholders, and any context about recent changes or deployments.
How long should an on-call handoff take?
Target 15-30 minutes. This is enough time to cover the checklist without being a burden. For busy weeks, extend to 45 minutes if needed.
What if there is no overlap between on-call shifts?
Create overlap time even if shifts are back-to-back. A 15-minute paid overlap where both engineers are available prevents dropped context.

Learn More

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