Best on-call schedule and Incident Response Management tool

We're using PagerDuty for reliability services such as service monitoring, on-call handling, on-call alerting and helps in managing infrastructure based alerts and outages in our systems automatically.

Yes, whenever there is an outage or critical events occurring inside our production environment, our on-call is automatically paged to take a look at them and stop the bleed. on-call scheduling is critical for any business related and highly critical system.

We use slack, pagerduty mobile app, and APIs to integrate with the alerting system. These apps are really helpful to plug and play with out infrastructure.

Whenever a security incident happens, we file a Jira ticket and then it automatically triggers an alert to our on-call based on the on-call schedule in the pagerduty application. Once the alerts are delivered, they are acknowledged by the security engineer, and then they pick up the Jira ticket issue and start working on them to quickly fix the security issue. The security engineer may leverage pagerduty to identify on-call of other product teams to bring them online and start working on the IR (incident response) part.

PagerDuty analytics helps engineering managers to generate on-call reports, incident response reports month on month to predict any upcoming events, gather workload and distribute across team to minimize the fatigue on incident response.