After sharing IT infrastructure responsibilities with an outside vendor, few challenges test one’s mettle like a sudden and critical system failure. Nersey Rastan, a veteran IT leader with over 30 years of experience leading high-performance teams on mission-critical projects, shares his journey of navigating such a crisis and the valuable lessons learned along the way.
The Burning Platform
Nersey found himself thrust into a precarious situation when his company’s ERP system prevented a publicly traded company with 60,000 employees across 50 countries from closing its financial statements.
Despite not being a finance expert, Nersey was called upon to lead the crisis response team. His bosses explained their choice:
“We need someone like you because you’re trusted by people. You’re a good communicator. You’ve been to all the countries, we need someone who can stand up there to lead us out of this.”
Building Trust and Communication
Nersey’s approach to the crisis centered on transparent communication and stakeholder engagement. He implemented a “mission control” process, coordinating efforts across countries and departments.
This approach proved crucial in aligning diverse teams and overcoming initial resistance. Rastan emphasizes the importance of creating space for communication even in difficult circumstances. He stresses the need to involve people in two purposes simultaneously: finding solutions while also addressing the root causes of the problem.
The Human Element in Digital Transformation
Building human connections proved crucial, even in technical projects. These relationships often became pivotal during critical moments. Nersey notes that outsourcing rarely runs perfectly, particularly as organizations adapt to new processes. However, strong vendor relationships help ensure top talent is assigned to your project, smoothing out potential bumps.
This lesson remains relevant today, particularly as organizations grapple with AI integration. Some advice?
“The best approach is to stay involved, understand the basics, and not leave everything to the experts.”
Nersey Rastan
IT Leader
Keeping a finger on the pulse of technological changes while fostering human relationships is key to successful digital transformation.
Through the success in navigating this crisis, Nersey experienced lasting impacts on his career. About a year after the incident, he received a promotion, directly attributed to his handling of the “burning platform” situation. His leadership during this critical time had made him widely known and respected within the organization.
Our Responsibility to Lift Others
The experience also shaped Rastan’s approach to mentorship and diversity initiatives later in his career. Drawing from the lessons learned as a leader in crisis and calm, he now dedicates time to mentoring young migrants and promoting gender equality in the workplace.
“I think we are all human. We will have limits in what we can do. But everyone can take one step.”
Nersey Rastan
IT Leader
This demonstrates how effective leadership in challenging situations can advance one’s career and inspire a commitment to giving back and fostering inclusivity in the workplace.
Key Takeaways for Leaders
- Embrace challenges outside your comfort zone – they often lead to growth.
- Prioritize clear, frequent communication during crises.
- Build cross-functional teams and foster collaboration.
- Stay involved in technical processes, even when outsourcing.
- Use crises as opportunities to demonstrate leadership and drive positive change.
Whether facing a critical system failure or driving digital transformation, the key lies in recognizing our human limitations while taking action. By embracing challenges, fostering communication, and continually learning, every leader can take that crucial step forward – solving immediate problems and creating lasting, positive change in their organizations and beyond.
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