Story
PagerDuty
Barrick GoldBarrick Gold Adopts PagerDuty for Incident Management
Barrick Gold, a materials organization in Canada, uses Customer Service from PagerDuty to support incident management for on-call rotations.
On-call rotations at Barrick Gold review on-call response in Customer Service rather than in personal files.
“Inside Barrick Gold, incident management used to depend on whoever still had the latest file.”
“On-call rotations needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how incident management actually runs |
Story
Inside Barrick Gold, incident management used to depend on whoever still had the latest file. That pattern is common in materials groups working out of Canada. On-call rotations needed a system that would still make sense after the original project team moved on.
Barrick Gold uses Customer Service from PagerDuty as the working layer for on-call response. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. The practical change is simple: incident management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Barrick Gold gets from PagerDuty is a durable place to run incident management and a way for on-call rotations to see the same on-call response at the same time.
