I have been working in my current field for over seven years as a DevOps and site reliability engineer, and my primary experience involves managing the reliability of infrastructure platforms hosted in multi-cloud and on-premises environments. I have predominantly worked with systems hosted in AWS services, setting up infrastructure, CI/CD, observability, and completely establishing the release process where I utilize PagerDuty Operations Cloud for triage and other SRE operations.

I have been using PagerDuty Operations Cloud for over four years, and I have utilized it in multiple ways. One involves using PagerDuty Operations Cloud through enterprise services via a subscription model, and I have also used it in a project at Intel where I utilized PagerDuty Operations Cloud from AWS for approximately one to one and a half years. After that period, I have been using it as a subscription currently at IBM.

One of the main use cases for PagerDuty Operations Cloud involves handling the operation center, particularly concerning incident resolutions and triaging different incidents as part of the score platform engineering team within a central IBM cloud where various IBM cloud services are hosted. To ensure continuous reliability, automated incidents are created in PagerDuty Operations Cloud and incident management automation is heavily utilized as part of the project. Previously, I worked on integrating PagerDuty Operations Cloud with default AWS services to create incidents for different AWS services as part of the host infrastructure at Intel. Currently, I am creating different incident workflows within IBM internal cloud operations to ensure an effective incident management process, utilizing integrations with different LLMs as part of incident management, along with agentic SRE tasks that have arisen in the project.

Since I am part of a larger platform engineering team and SRE operations team, there are many incidents and services that my team handles. I handle over 26 IBM cloud score services hosted in our internal platform, where there have been many incidents related to service downtime, reliability issues, and update issues. A dedicated SRE team handles end-to-end incident management, and we wanted to automate the incident management process, especially since we receive hundreds of incidents per day, up to thousands of incidents during critical release times of different services. Thus, the manual on-call process has been automated through utilizing PagerDuty Operations Cloud.

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PagerDuty Operations Cloud is a platform that helps teams manage incidents, automate operations, and ensure system reliability by bringing alerts, on-call schedules, and real-time responses into one place. When we had to push things into production, we set up PagerDuty schedules on a weekly or biweekly basis. If an issue occurred at night, a roster would pop up, and the respective engineer would have to handle that use case.

A specific incident where PagerDuty Operations Cloud helped my team was during the peak season in America when lakhs of orders were placed in December, and a major S1 severity production issue suddenly happened. If no monitoring tool had been in place, the company would have faced doomed circumstances, incurring lakhs of dollars in losses. PagerDuty came to our rescue at the last moment when nothing was happening. At 3:00 a.m. my time, I received a message and subsequently a call while sleeping, and I learned that this issue had occurred. I logged in quickly, promptly fixed that issue, and within an hour or so, the issue was resolved with minimal damage. I even received appreciation for my quick response.

PagerDuty Operations Cloud helps in similar situations because whenever some issue happens and we are not aware of it, PagerDuty comes with a flag telling us that there is an issue that needs to be fixed before it becomes a major problem.

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Our main use case for PagerDuty Operations Cloud is for alerting purposes whenever any kind of downtime or downstream incident happens with our application which causes any downtime, and PagerDuty Operations Cloud will alert us through calls and SMS so we can get notified and quickly remediate the issue.

A unique aspect of our main use case with PagerDuty Operations Cloud is using the Runbook flow. Whenever we experience a specific kind of incident, the Runbook will trigger automation to either remediate the issues or perform root cause analysis, thus enhancing our workflow automations.

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My main use case for PagerDuty Operations Cloud is to set up alerts for any failures, such as when one server is down, a particular service is down, or when APIs are not responding due to technical issues, with PagerDuty triggering an alert and also calling my personal mobile number to notify me about the issue, allowing me to acknowledge that I am looking into it and take necessary actions. I can give an example of a situation where PagerDuty Operations Cloud helped us handle an incident, such as when our payment system was about to go down. During that time, we usually monitor the system manually, but there are incidents where an automated system works more efficiently than a human. PagerDuty Operations Cloud identified the issue first by alerting us that something went wrong with the servers or services, which enabled us to contact the DevOps and Dev team to identify the exact issue in our banking app, highlighting how helpful PagerDuty Operations Cloud has been from the beginning. PagerDuty Operations Cloud is very helpful for monitoring purposes, allowing us to set up multiple alerting methods such as SMS alerting, email alerting, and call alerting, all of which we commonly use, proving its usefulness across various banking services, with teams including Dev, DevOps, and SecOps relying on it heavily. View full review »

My main use case for PagerDuty Operations Cloud is to set up shifts for people on-call.

A specific example of how I use PagerDuty Operations Cloud for setting up shifts is for when we need to set up shifts for holidays. In our team, we'll assign people who will be on-call and create an Excel sheet and upload it to PagerDuty. It works normally, gives notifications, and everything else functions properly. It is very easy to set up and manage.

I usually discuss with my team who will be on-call during holidays, and we will set up how many people are needed. We create an Excel sheet, upload it to PagerDuty, and set up the line of who is the first person to reach, and if they miss it, then whom to escalate to. The web view and website are also very easy to use. I think this is the normal use case. Perhaps other teams are using it differently, but this works well for us. Before, it was very manual, and it was quite difficult.

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My main use case for PagerDuty Operations Cloud is monitoring and on-call management for downtime.

Recently, we had a service go down last week, and we were alerted via PagerDuty Operations Cloud of the issue. One of our on-call engineers responded to the page and quickly resolved the problem through PagerDuty Operations Cloud app.

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I have been in my current role for the past 18 months, and we started using PagerDuty Operations Cloud earlier this year around January or February to manage our operations.

PagerDuty Operations Cloud's primary use case is alerting. We switched to ensure alerts are efficient and effective so that the on-call engineer does not miss any alert. We instrument many alerts on it, including VPN downtime, transaction monitoring, success rate, and latency. We configured PagerDuty Operations Cloud so that if any of those metrics are met or if any of those SLOs and SLIs are breached, we can quickly take action and resolve the issue. For day-to-day use, we run a 24-hour shift where all shifts are entered into the system, and every on-call engineer uses PagerDuty Operations Cloud to receive alerts. Beyond alerting, we also use scheduling, incident management, and incident reports.

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We receive a notification if there are any failed jobs or operations. We have some Bamboo agents working, so if one of the jobs fails on one of these servers, PagerDuty Operations Cloud creates an incident and notifies us. We use PagerDuty Operations Cloud for monitoring purposes, and it works great for our current needs.

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My main use case for PagerDuty Operations Cloud is incident management, as we use it for alerting people who are on call.

I definitely use PagerDuty Operations Cloud for incident management; we have set up the account, schedule, teams, etc., and we continuously monitor our logs for any anomalies with proactive alerts. We define priority because we don't want to alert people on the phone unnecessarily, thus we categorize alerts based on severity and business disruption, sending information via the integrated APIs to the relevant teams, specifying whether to communicate through Slack or phone based on the severity.

This is the main use case we have; it's a tool that last mile connect kind of people use.

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Initially, I started using it for managing on-call schedules. As the tech stack developed, we began using it for service alerts and event routing, and then transitioned to operational views and dashboarding. It eventually became central to our alerting systems, where all monitoring tools would send information to PagerDuty, enabling event management and routing to whoever was on call.

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We use the solution for incident management.

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Our use cases include generating alerts from our site 24/7. We are managing the cloud infrastructure there.  

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We have a support team consisting of roughly 20 support agents, and we used PagerDuty to raise alerts to people on the roster. It was integrated with our help desk ticketing system and AppDynamics, which we use for application monitoring. 

There were rules in place for when AppDynamics generated an alert. For example, if a transaction is slow or something is about to go down, PagerDuty would notify the IT team members to look at the issue. 

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It's mainly for IT call scheduling, emergency contacts, events, and those kinds of things. It's integrated with AWS, MS Teams, Remedy, and other solutions.

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We primarily use this solution to track alerts from our cloud environment and monitor and respond to alerts on our cloud platform.

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I interact with customers and then see the use cases and how they would use the PagerDuty tool and the integrations that come with it. I basically see how the customers will use the product. I then have conversations with the higher members or the stakeholders in the company on what ROIs they would get from this tool and the measurements of metrics, etc.

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We use PagerDuty for alerting and escalations. We have it integrated with our monitoring tools.

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The primary use case of the solution is to alert the on-call person when there are any critical errors or when the servers are down. It is also used for the on-call scheduling of personnel.

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The two major use cases were alerts for events and scheduling of engineers to get pages based on incidents.

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I tie alerts from our GCP tenants to PagerDuty.

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I use PagerDuty for incidents, event orchestration, alerts, and creating services.

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We use this solution to alert us to system errors.

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I use the solution as for log aggregation, scheduling, and filtering out false positives. 

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We use PagerDuty for incident managment. We're looking at integrating PagerDuty with Rundeck in the future.

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We are a 24-hour online business. We use it for scheduling our on-call engineers and making sure that there is follow-the-sun or round-the-clock coverage for alerting and network operations.

It ingests all our alert paths, i.e., anything that generates an alert of any description, such as, Splunk, AWS, and internal applications. We feed all our events into it, then it generates alerts which need a response from an engineer with a description. Another thing is it is built-in scheduling is pretty much hands-off for our on-call engineers unless somebody goes on holidays. That is the only time that we have to jump in there and make any changes.

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The most common use case is the result of alerts coming from a monitoring system, like New Relic or Nagios, alerts that we define as critical. They are alerts where we need someone to get on a bridge or to start working on them during the night. Once such an alert is firing, it fires a PagerDuty alert and it triggers the current on-call who is scheduled in PagerDuty's schedule.

The on-call person acknowledges the alert and looks into it to understand what is going on and to update, via PagerDuty, what the status is. The update will be sent to all the groups that are part of the PagerDuty schedule until the issue is resolved.

We mostly integrate it with other monitoring tools like New Relic or Nagios, or we are using their email integration for on-call processes to page people in groups. We also use it for Sev 1 issues that are coming from alerts from New Relic or from Nagios or other monitoring systems.

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The solution is used to alert the on-call users if we have priority-one or business-critical issues.

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We mostly use it for our on-call engineers, for schedules, alerting, and critical alerts. And, of course, we use it for the management of an issue, so that people acknowledge the alerts, reassign them, etc.

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Our primary use case of this solution is for alarming and to mitigate threats in our organization.

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We use the product for intrusion management.

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