The Bank Floor.

A bank is where you find out what the word internal actually costs. In the Asset and Wealth Management division the bug queue had a shape everybody had stopped questioning: a ticket arrives, an engineer goes looking through Jira history and Confluence pages for the last time something like this happened, and about a week later it is resolved. Nobody was doing anything wrong. The knowledge simply was not retrievable.

The fix was retrieval, not process.

I built the triage service from scratch in Python, served through FastAPI, with Confluence documentation and Jira ticket data as the corpus. Given a new ticket it returns the prior incidents that genuinely resemble it and the resolution path that worked on them. Bug resolution went from roughly a week to about a day.

The second half of the work was data movement rather than retrieval: real-time Snowflake pipelines on AWS, replacing reporting that people were assembling by hand, cutting that effort by over 60% across the division. Different problem, same lesson I keep meeting. Most of what looks like a people problem is an interface between two systems that nobody owns.