Introducing Pager Hero: Revolutionizing Incident Management for Engineering Teams

Hey there! This is Matias, co-founder of PayShare Hero. Today, I want to discuss a common challenge faced by many engineering and product teams: managing incidents when things go wrong in production.

The Problem with Current Incident Management

When something goes awry in production, engineering teams usually rely on observability tools like Datadog, Grafana, and New Relic. These tools help us monitor metrics and trigger alerts when anomalies are detected. Typically, these alerts are sent to our Slack channels.

But what happens next? Ideally, the right person should address these alerts promptly to ensure our system remains operational around the clock. However, ensuring the right person is available to respond can be tricky, and any delays can lead to significant downtime.

Introducing Pager Hero

This is where Pager Hero comes in. Our platform ensures that alerts are managed and observed by the right team members, streamlining the incident management process and maintaining your system's uptime.

How Pager Hero Works

1. Define a Rotation: The first step in setting up Pager Hero is defining a rotation. A rotation is a group of people who will take turns monitoring the alerts generated by your observability tools. For example, you might have a rotation called "My Team," consisting of two members who take turns checking the New Relic Alerts channel.

2. Manage Shifts: Within Pager Hero, you can manage or view shifts depending on your admin access. You can configure these shifts to repeat daily, weekly, or according to your specific needs. The app will display different shifts and who is on call at any given time.

3. Real-Time Alerts: When an alert is triggered, Pager Hero ensures the on-call person is notified immediately. For instance, if an alert indicates high memory usage, the designated responder will receive a notification from Pager Hero, informing them of the incident. This notification includes a phone call to ensure the alert is seen promptly.

4. Incident Acknowledgment and Resolution: The on-call responder can acknowledge the incident and provide detailed information about the issue. Pager Hero uses AI to summarize the incident, creating a report that can be used for future reference and troubleshooting.

5. Additional Features: Pager Hero offers several additional features, such as:

• SMS notifications
• War room creation for critical incidents
• Multiple schedule configurations to ensure your team always knows who is on call

Explore More

Pager Hero is designed to make your life easier by streamlining the incident management process. For more information about our features and how we can help your team, visit our website at pagerhero.io.

Thank you for taking the time to learn about Pager Hero. We hope it transforms your incident rotation experience. See you next time!