Key Outcomes
Reduction in
MTTD/MTTR
Anomaly signals detected in Q4 2025
Decrease in minutes per incident
Accuracy in incident summarization
Overview
Shutterstock (NYSE: SSTK), a global leader in creative content operating at scale across more than 150 countries, sought to enhance the efficiency and accuracy of its incident response process. With over 300 engineers and technical operators overseeing a complex, always-on digital platform serving millions of customers, reliability remains critical to customer trust and business performance.
As Shutterstock's digital infrastructure expanded, incidents increasingly required fast, accurate context and coordination across distributed systems. With Vibe OnCall, Shutterstock introduced a real-time AI Incident Commander that operates around the clock 24/7, automating detection, coordination, and contextualization while capturing incident knowledge to drive faster resolution and continuous reliability improvements over time.
Challenge
Before implementing Vibe OnCall, Shutterstock often relied on manual updates and fragmented information sources across traditional incident management tools such as PagerDuty and Jira. A significant portion of outage time was spent outside of technical diagnosis on coordination, communication, and context-gathering. This made it difficult to maintain a shared, real-time understanding of incidents, particularly across globally distributed teams operating in multiple regions and time zones.
When incidents escalate at Shutterstock, multiple layers of responders are involved: Tier 1 on-call engineers, Tier 2 service owners, incident commanders, and leadership stakeholders, each requiring timely and accurate context. Previously, engineers would be frequently interrupted during active incidents to answer recurring questions like "What's going on?", "What's impacted?", and "Who's working on this?" across Slack channels, bridge calls, tickets, and dashboards. As incidents crossed regions, team handoffs frequently introduced communication gaps, inconsistent status updates, and delays in executive visibility.
Over time, this pattern contributed to alert fatigue and responder burnout, as engineers remained on-call not just to solve technical problems but also to act as human routers of information across tools, teams, and stakeholders. The Shutterstock team needed a solution that could reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) not only by accelerating technical triage but also by removing the coordination, reporting, and visibility gaps that prolonged outages.
Solution: Why Vibe OnCall
By integrating Vibe OnCall into its incident operations workflow, Shutterstock automated incident management across detection, triage, coordination, and reporting. Vibe OnCall acted as a real-time AI Incident Commander, continuously analyzing event data, correlating signals across systems, and surfacing actionable insights to support faster Tier 1 triage and escalation.
Vibe OnCall operated persistently across the full incident lifecycle, detecting PagerDuty incidents, monitoring incident-related signals and conversations in Slack, and routing escalations to the right teams. It pulled service ownership and dependency context from Backstage to identify impacted services and teams upstream and downstream, while allowing responders to manage related action items directly through Jira. Vibe OnCall referenced runbooks and operational guidance from Confluence to recommend relevant next steps and correlated alerts, logs, conversations, and historical incident data into a single, continuously updated view.
Vibe OnCall automatically generated executive-ready incident reports that captured root cause, response timelines, ownership, and next steps, reducing the need for repeated manual updates while giving leaders a trusted, real-time view of incident status.
Vibe OnCall transformed incident response from manual coordination to real-time, AI-driven incident command.
The Premium Partnership Experience
The Vibranium team worked closely with Shutterstock to align Vibe OnCall with how incident response actually runs across a large, globally distributed organization. Rather than introducing new tools or processes, Vibe OnCall was embedded directly into Shutterstock's existing systems and communication channels.
A common issue involved engineers and incident commanders being asked to create or update tickets mid-response even though the necessary context already existed across alerts, Slack conversations, and bridge calls. In response, Vibe OnCall was designed to automatically generate and update incident tickets within Shutterstock's workflow, enriching them with real-time context such as signals, ownership, timelines, and key decisions.
The engagement reflected a genuine partnership that converted operational pain points into scalable improvements. Continuous feedback accelerated targeted enhancements, including identifying the right runbooks, refining escalation routes, surfacing historical patterns, and supporting tabletop exercises grounded in past incidents. Vibe OnCall made incident response more intuitive for engineers, more effective for commanders, and more transparent for executives.
