Explore strategies for improving operational safety and incident management in this SREcon20 Americas talk. Delve into the complexities of measuring progress beyond shallow metrics, understanding the subtle influences of incidents on organizations, and leveraging thorough incident analysis for deeper insights. Learn how to uncover unseen opportunities through meta-analyses across incidents, provide leaders with richer data for strategic decision-making, and foster trust between leadership and practitioners. Discover the importance of prioritizing a "learn and adapt" safety mode, conducting chaos experiments as practice, and considering performance variability. Examine the balance between control and influence, opportunity and obligation, and the significance of asking deeper questions during incident debriefings. Gain valuable insights into creating healthier, happier teams and advancing toward safer operations in complex systems.