How Scalable Service Ownership Leads to Faster Incident Triage
Date & Time
Tuesday, September 22, 2020, 10:00 AM - 10:30 AM

It’s never pleasant to be interrupted by the knowledge that there is an incident. But even worse when it takes you minutes, or even hours to figure out that it was caused by an incident on another service. In today’s fast-paced world, technical infrastructure is constantly evolving. Understanding how services relate is critical in moments that matter. In this session, Stefano Prezioso, Software Engineer at Twilio, and Brita Seltzer, Product Manager at PagerDuty, talk about how Twilio’s expansion into a new market offered exciting new opportunities, as well as challenges, in supporting the technical complexities of an evolving business. You'll hear about Twilio’s journey in maturing their incident response process, and excitement to leverage PagerDuty’s service dependencies. Having technical service dependencies mapped inside PagerDuty provides a scalable source of truth to help retain transparency as the company grows, and arms responders with critical context about the broader technical ecosystem during critical moments of incident triage.