This energy provider is a U.S.-based investor-owned utility that serves electricity to millions of customers. Supporting critical infrastructure requires highly reliable operations across a wide range of IT and operational technology teams. Identifying details have been changed to protect the customer’s identity.
AlertOps replicated this customer’s existing alerting, escalation, and on-call structure with minimal disruption migrating over 30 teams off OpsGenie, which was being sunset, without forcing anyone to redesign a workflow they’d spent years refining.
This energy provider had already built a mature, highly customized alerting and escalation framework in OpsGenie, supporting dozens of teams across IT and operational environments from grid operations to enterprise applications to major incident management.
The trigger for change wasn’t a desire to rebuild. It was necessity: with OpsGenie sunsetting, they needed a new home for all of it. Specifically, they needed to:
A Forced Platform Change
With OpsGenie being sunset, years of refined alerting and escalation configuration needed a new home on a fixed timeline.
30+ Teams to Transition
Alerting and escalation workflows spanned dozens of IT and operational technology teams, each with its own established structure.
Preserve What Already Worked
On-call schedules, escalation paths, and routing logic had to carry over intact no relearning, no redesign for teams that already trusted them.
No Room for a Response Gap
These systems support critical infrastructure. Any interruption during migration could directly affect response times and operational reliability.
Because these systems support critical infrastructure, any gap during migration could directly affect response times and operational reliability. There was little room for error.
This energy provider partnered with AlertOps to execute a white-glove migration, built around replicating their existing environment rather than asking teams to start over. AlertOps worked closely with their IT and operations teams to:
One-for-One Policy Migration
Escalation policies and on-call schedules moved across as-is, alongside replicated team structures and call routing logic.
30+ Call Routing Numbers
Dedicated routing numbers were provisioned and mapped so incoming calls reached the right team from day one.
ServiceNow-Aligned Alert Flows
Alert flows were recreated in alignment with ServiceNow, keeping the incident system of record fully in the loop.
Validation Before Cutover
Testing confirmed behavior matched OpsGenie before go-live, backed by a centralized directory of teams, schedules, and routing endpoints.
Go-live wasn’t the finish line. AlertOps continued working with them to:
The result: a platform that not only matched OpsGenie’s functionality on day one, but kept improving as teams settled in.
Minimal Disruption During a Forced Migration
By replicating existing workflows and owning much of the migration effort, AlertOps turned a mandatory platform change into a smooth transition rather than a scramble.
Preserved Operational Consistency
Teams kept the escalation paths and alerting behavior they already knew, walking through custom onboarding sessions team-by-team rather than a single blanket rollout.
Reduced Internal Lift
A hands-on migration approach meant their own teams could stay focused on operations instead of reconfiguration
A Scalable, Future-Ready Platform
With their OpsGenie configuration fully preserved, this energy provider now has room to grow into more advanced routing and stakeholder communication capabilities on the same platform.
Production scale after cutover, across teams, channels, and integrations.
30+
Teams migrated, zero rebuild
36
Live call routing lines
77
Escalation policies preserved
4,200+
Notifications delivered monthly
Industry
Size
Enterprise
Products Used
On-Call Scheduling
Live Call Routing
Automated Escalations
Workflow Automation
Stakeholder Notifications
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