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System Design Masterclass · Reliability Resilience
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PagerDuty dominates incident alerting. So why did VictorOps (now Splunk On-Call) attract a loyal following and eventually get acquired by Splunk for $120 million in 2018?
The answer is a single design bet: incidents are conversations, not tickets.
In a PagerDuty-style workflow, the alert fires, the on-call acks, and the investigation happens somewhere else entirely. Slack, SSH sessions, a shared Zoom. The incident record in PagerDuty knows who was paged and when the incident was resolved, but it knows nothing about what happened in between. That gap is where context dies.
VictorOps built around the gap. The product's core is a timeline where alerts, chat messages, runbook links, and resolution actions live together in one chronological view. When the incident ends, you export the timeline and the postmortem is half written.
This lesson covers what that timeline-first architecture looks like in practice, the Transmogrifier rules engine that made legacy monitoring tools usable, and how to decide whether Splunk On-Call fits your team better than PagerDuty or Opsgenie.