Click to see full workflow: Workflow Documentation

Problem:

Exception handling was fragmented, with issues reported ad hoc in Slack or Jira. Knowledge was lost, and quick fixes were patching symptoms instead of addressing root causes.

What I did:

• Designed unified Jira workflows for Ops and Engineering.
• Integrated Jira with Slack for structured reporting.
• Automated ticket cloning, syncing, and resolution notes.
• Connected Jira to Confluence for a searchable exception log.

The outcome:

• Every Ops exception now tracked in Jira.
• Reduced Slack noise and missed updates.
• Clear accountability with scalable workflows.
• Centralized log supports retrospectives and AI enablement.