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PagerDuty and AWS Renew Strategic Collaboration to Boost AI-Driven Operational Resilience for 6,000+ Customers

PagerDuty and AWS have renewed their partnership to integrate AWS generative AI into PagerDuty Operations Cloud, improving incident detection and response. This collaboration supports over 6,000 customers globally.

2 min read
Operations

PagerDuty and AWS Renew Strategic Collaboration to Boost Automation and Operational Resilience

PagerDuty, a leader in digital operations management, has renewed its global strategic collaboration agreement (SCA) with Amazon Web Services (AWS). This extended partnership leverages AWS’s advanced generative AI services within the PagerDuty Operations Cloud, aiming to improve detection and remediation of IT operational issues.

The renewed agreement builds on more than a decade of collaboration between the two companies, benefiting over 6,000 joint customers worldwide.

What the PagerDuty Operations Cloud Offers

The PagerDuty Operations Cloud is an AI-first platform that automates and orchestrates the entire incident management lifecycle. It helps operations teams detect, diagnose, and respond to disruptive events quickly, mobilizing the right resources and streamlining workflows across digital infrastructure.

Given the costly impact of outages and downtime—both financially and reputationally—this platform is essential for teams needing to resolve incidents immediately and maintain operational resilience.

Key Highlights of the PagerDuty and AWS Partnership

  • The collaboration began in 2013 and currently supports 6,000 joint customers.
  • Eight Amazon properties use PagerDuty for incident management.
  • Integration with AWS Systems Manager Incident Manager was completed in 2022.
  • PagerDuty received the 2023 AWS Marketplace Partner of the Year award for North America.
  • In 2024, PagerDuty Advance integrated with Amazon Q Business, Amazon Bedrock, and Amazon Bedrock Guardrails to enable safe generative AI deployment in incident management processes.

How This Collaboration Benefits Operations Teams

Through this partnership, customers can easily procure and deploy PagerDuty’s SaaS solutions on AWS Marketplace to manage incidents with speed and reliability. Combining AWS’s generative AI services and security features with PagerDuty’s platform helps organizations improve operational efficiency and resilience, especially in sectors like financial services, manufacturing, and travel and hospitality.

At AWS re:Invent 2024, PagerDuty introduced an integration with the Amazon Q index feature from Amazon Q Business. This helps users triage and resolve issues faster by analyzing data across multiple sources. PagerDuty’s CEO highlighted how this unified user experience minimizes time lost to incidents, allowing teams to focus more on strategic initiatives.

Industry Voices on the Collaboration

Jeff Hausman, Chief Product Development Officer at PagerDuty, said: "Our decade-long collaboration with AWS allows our joint customers to deliver exceptional customer experiences safely and efficiently. The PagerDuty Operations Cloud enables teams to build resilience over time and act before incidents impact customers. As AI technology evolves, PagerDuty and AWS will continue simplifying adoption for organizations."

Yasin Quareshy, Head of Technology Cloud at TUI, shared: "The PagerDuty Operations Cloud powered by AWS has helped our operations teams monitor and respond to issues efficiently. We’ve cut incident recovery time by 30%, maintaining high reliability and trust for our global travel customers."

Chris Grusz, Director of AWS Marketplace and ISV Alliances at AWS, added: "The integration of AWS AI capabilities, including the Amazon Q index, offers a strong solution for operational resilience. Our expanded partnership with PagerDuty makes it easier for customers to adopt digital operations management that keeps their businesses running smoothly."

About PagerDuty

PagerDuty is a global leader in digital operations management, offering the PagerDuty Operations Cloud to help organizations achieve operational efficiency at scale. The platform combines AIOps, automation, customer service operations, and incident management to support innovation, revenue growth, cost reduction, and risk mitigation.

Nearly half of the Fortune 500 and about two-thirds of the Fortune 100 rely on PagerDuty’s infrastructure for managing mission-critical operations. The platform detects disruptive events, mobilizes response teams, and streamlines workflows to keep digital operations running smoothly.

Operations professionals interested in expanding their skills in AI and automation may find value in exploring relevant training options. For those looking to build expertise in AI-driven operational tools, Complete AI Training offers practical courses designed for operational roles.

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