At KTO Group, I designed AI agents that analyze incidents from production data, logs, and Intercom conversations, then post severity, customer impact, regulatory obligations, and next steps to Jira. I also created an evaluation that checks agent claims against independent evidence, with a handoff to human review when no source exists.
I lead a 7-person service desk handling about 480 tickets a month and serve as KTO’s Incident Coordinator. I wrote the severity rubric, escalation matrix, and runbooks, and rebuilt the C-level report so every figure comes from code and Jira data rather than the model.
