An IT operations team at a mid-market company was drowning in a growing ticket queue. The intake was a single email alias, triage was manual, on-call paged everybody, and post-incident write-ups rarely happened.
We built a triage automation that classifies incoming tickets by signal and severity, an on-call routing engine that pages the right role on the first attempt, and a post-incident flow that generates a draft write-up from the alert, chat, and resolution trail for the responder to edit and ship.
Mean time to acknowledge dropped from 42 minutes to under 4. After-hours pages dropped 78 percent. Every incident now has a written post-mortem on the record.