Case Study: Tokopedia achieves faster, more accountable incident response with PagerDuty

Tokopedia Automates Incident Response and Sees Greater Engineer Accountability With PagerDuty

Tokopedia, one of Southeast Asia’s largest marketplace businesses, faced rising incident-management complexity as it moved to a microservices-based, multi-cloud architecture with 350+ services. Its in-house tools struggled to keep up with alert volume and manual escalation, causing slow incident response, alert noise, and reduced engineer focus on product work. Tokopedia turned to PagerDuty to modernize its incident response process.

With PagerDuty, Tokopedia automated incident routing and escalation, grouped related alerts into a single incident, and improved visibility and accountability across engineering teams. The company expanded the rollout from five services to all 350+ services, reduced MTTR, and cut incident-response time significantly; it also increased daily software deployments from 10 to over 300, a 3,000% boost. PagerDuty helped Tokopedia respond faster during the COVID-19 demand surge while freeing engineers to focus on customer experience and merchant services.

Tokopedia

Rajesh Gopala Krishnan

AVP of Engineering Productivity