GraphQL in Incident Management

I led a significant project focused on incident management for the employee directory system of a major railway company in Germany. Positioned as second-level support, my primary responsibility was to address data inconsistencies arising from specific scenarios, such as surname changes or the presence of duplicate accounts in various subsystems.

The complexity of incident analysis was evident, requiring connecting to 3-5 distinct source systems to identify where data mismatches occurred. Analysing a single incident often consumed 30 minutes or more of valuable time. Recognising the inefficiencies in this process, I successfully advocated for an innovative solution.

To streamline incident analysis, I convinced the client to embark on the development of a GraphQL web service. This service enables seamless querying of various data points across multiple sources, providing second-level support with a comprehensive tool to identify data inconsistencies at a glance.

The implementation of the GraphQL web service was complemented by an intuitive, third-party Web UI with autocompletion, collectively reducing the time required for incident analysis to a matter of minutes. This transformation significantly enhanced the efficiency of the incident management workflow, enabling swift identification and resolution of data inconsistencies. The success of this project highlighted my ability to identify operational challenges, propose innovative solutions, and collaborate with clients to implement effective improvements.