It was a FMCG product ( consumer product ). There had been a sudden escalation in the rates for TV slots and the client's budget could not accommodate the sudden spike. We were able to reduce the number of cities in this marketing blitz and still get a huge bang for our buck.
My answer: 1. Pause or isolate the problematic process/workflow if possible 2. Study the logs and relevant data 3. Try to reproduce locally (in a sandbox) 4. Try to reproduce in staging environment 5. Add and deploy fix, enable the process/workflow back 6. Follow up with affected customers via support
I generally focused my answers on the success of the team and company at large. Centered on the idea that putting employees, even difficult ones, in situations where they were set up to succeed, vs fail, was key. If there were still issues, then I was very matter-of-fact with my own philosophy of not hiring a-holes, and that sometimes the talent did not justify the personality.