Travelers · Fortune 100 insurer
Software Engineering Intern
Building a serverless agent system that classifies, diagnoses, and drafts resolutions for ServiceNow tickets from a 150+ user data platform processing 8,000+ jobs each day.
- Routes six root-cause categories through EventBridge and Lambda to a Bedrock supervisor that delegates retrieval and diagnosis work.
- Uses Step Functions and API Gateway callbacks for human approval before writing resolution notes to ServiceNow or updating the knowledge base.
- Reduced diagnosis from roughly 60 minutes to under 5; designed the routine-ticket path to resolve about 40% of request work.
- Added Dynatrace/Graylog observability and dev/UAT/prod delivery through EKS, Terraform, and GitHub Actions.