February 18, 2026

EP74: Leading Through Major Incidents with Richard Baker

44 minutes

In this episode of the Tech World Human Skills Podcast, Ben Pearce and Richard Baker discuss the critical topic of managing major incidents in the tech industry. They explore the importance of preparation, communication, and the human element in crisis management. Richard shares real-life experiences and insights on how to effectively lead teams through high-pressure situations.

Richard Baker is the CIO of TWC IT Solutions. He has years of working in the tech world and many battle scars from leading teams through major incidents.

Show Links

Ben Pearce LinkedIn - https://www.linkedin.com/in/benpthoughts/

Tech World Human Skills Home - https://www.techworldhumanskills.com

TWC IT Solutions Linked In - https://www.linkedin.com/company/twc-support

Richard Baker Email - [email protected]

TWC IT Solutions - https://twc-it-solutions.com/

Takeaways

The most important part of any business is the team.

Companies should practice incident response like fire drills.

Keeping calm during a crisis leads to better decision-making.

Effective communication with leadership is crucial during incidents.

Preparation is key to managing major incidents successfully.

Understanding the scope of the problem is essential for resolution.

Building trust with clients enhances collaboration during crises.

Post-incident analysis helps prevent future issues.

Regular updates to clients reduce anxiety during incidents.

A good relationship with clients is vital for effective incident management.

Keywords

incident management, crisis management, cybersecurity, communication, preparation, leadership, client trust, human skills, tech solutions, business continuity

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By Ben Pearce

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