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Airbnb uses a service oriented infrastructure with many interconnected services managed by small teams, which presents challenges in incident management.
To address this, they developed an incident management bot in Slack that centralizes incident management and automates tasks such as creating JIRA tickets, paging responders, setting up communication channels, and compiling incident timelines.
The bot has saved 44 hours of time in 2022 by streamlining incident response and centralizing communication within Slack.
Future plans include enhancing the integration with PagerDuty and building automation to follow PagerDuty incidents and report their status to incident channels.
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