Many companies don’t invest in incident management until something goes wrong. commonsku took a different path.

In this episode of Humans of Reliability, Sylvain sits down with Dileshni Jayasingha, VP of Technology at commonsku, to talk about what it really takes to introduce incident management in a mature, profitable SaaS that had never formalized it. From rolling out observability and incident tooling to practicing internal status updates before going public, Dileshni shares how her team built the right muscles before they were forced to.

They also explore a less common — but increasingly powerful — idea: democratizing reliability. By giving customer success and other non-engineering teams access to observability tools, data, and even AI-powered workflows, commonsku reduced engineering interruptions, improved customer communication, and created new paths for upskilling across the company. It’s a practical conversation about guardrails over gatekeeping, trust over control, and why reliability works best when it’s shared.