Incident Management and Chatops at Shopify
summary
Shopify runs a dedicated IMOC rotation and a chatops bot called Spy (based on Lita) that binds a war room channel, auto-posts summaries, and integrates with PagerDuty, StatusPage, GitHub. Commands include spy page, spy incident start, spy incident TLDR, spy incident tell team, spy status, spy pager resolve, spy handoff and a “shut the [__] up” mute; the bot can perform failovers, lock/unlock production, generate the service disruption report, send targeted reminders, and page the IMOC squad after one hour to avoid burnout.
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chapters (11)
- 0:00Incident response at Shopify
- 1:34The incident command system
- 4:38Introduction to chatops
- 6:06Spy chatbot overview
- 7:19Starting an incident with Spy
- 8:32Communication and coordination
- 10:24Mitigation actions and status
- 12:27Reducing incident anxiety
- 13:25Post-incident workflows
- 14:54Benefits of the chatbot
- 17:51Conclusion
