Email the Author

Eri Bastos is a veteran IT professional with over 20 years of experience in system reliability, troubleshooting, and operational excellence. He began his career in Brazil and relocated to Halifax in 2007, where he has designed and refined processes that improved uptime and efficiency across diverse technology environments.

A passionate advocate for continuous learning, Eri has organized peer-led book clubs and structured training sessions focused on practical methodologies—ranging from clear communication and root cause analysis to capacity planning and tabletop exercises. Over the past two years, he distilled these experiences and lessons into this booklet, structuring its content around five core pillars: People, Problems, Foundational Principles, Incident Management Lifecycle, and Continuous Improvement through Failure Analysis.

Driven by real-world incident postmortems and hands-on experimentation, Eri’s approach blends analytical rigor with human-centered practices. With this guide, he aims to empower IT professionals at all levels to tackle system failures confidently, resolve incidents efficiently, and foster a culture of reliability and learning.