At GitHub, ChatOps, implemented via the chatbot Hubot, facilitates seamless real-time collaboration, particularly useful for incident management by empowering engineers to quickly diagnose and resolve issues without requiring extensive manual intervention. Engineers like Mona, a new on-call engineer, use ChatOps to efficiently handle support tickets and investigate incidents by executing pre-defined commands that automate complex analysis tasks, such as querying logs through tools like Kusto and Splunk. This system not only accelerates the resolution process but also democratizes access to critical operational insights by codifying expert knowledge into reusable commands, effectively transforming static playbooks into dynamic, evolving tools. By integrating these workflows into ChatOps, GitHub enhances the efficiency of its incident response, reduces repetitive tasks for domain experts, and continuously improves the platform through iterative feedback and contributions from its engineering teams.