Professional · anonymized
Support module for the N2 team
Internal tool that speeds up incident resolution with better error traceability.
Context
The Level 2 support team resolved incidents on a production platform by checking several sources by hand and relying on the development team to diagnose errors.
Problem
Resolution times were high because there was no unified view of operation status and no simple way to trace where an error came from.
My role
Design and implementation of the module's backend: endpoints, queries and traceability logic.
Solution
Spring Boot service that centralizes the information needed to diagnose an incident and exposes REST endpoints consumed by the N2 team's tools.
Technical decisions
- Layered architecture (Controller / Service / Repository) to separate business rules from data access.
- Optimized queries and stored procedures on Oracle to avoid impacting the production database's performance.
- Deployment on OpenShift alongside the other services to reuse the existing infrastructure.
Outcome
The N2 team diagnoses incidents from a single tool, resolves them faster and escalates fewer cases to development.