Currently, I am working for Prime Video on a team responsible for exception and error management of live events. We have built various systems that monitor all live events occurring on Prime Video to detect if any issues have occurred. If an issue is detected, we are responsible for trying to automatically resolve it, or reporting it to an operator for manual review.

Automated Error Resolution

In this project, I was tasked with building a system to determine if an exception is automatically resolvable, and if so, determine and execute the actions needed to resolve it. This helped greatly in reducing the amount of tickets that needed to be cut to human operators by about 20%.

Solution Recommendation System

This project would analyze a newly created issue and compare it to past issues to see how they were resolved. It would then present a few possible resolutions to the operator and would update its rankings based on how helpful the recommendations in actually resolving the ticket.