You're helping run operations for a product with a clear service-level expectation: most customer or internal tickets should be resolved within 2 hours.
Over the last few weeks, the average resolution time has slipped to almost a full day, yet ticket volume hasn't obviously spiked. Some people blame "tool slowness," others say requests are "more complex now," but nobody has a clear, data-backed explanation.
We're looking for real-world operational thinking, not theory --- assume this is happening in a small, fast, high-accountability team.
Record a video walking us through how you'd diagnose this problem, what you'd do to stabilize it, and how your approach reflects how you like to work.
Demonstrate operational triage and diagnostic thinking
Show bias to action with practical, low-friction solutions Apply systems thinking to create repeatable fixes
Exhibit ownership, curiosity, and reliability orientation
Apply systems thinking to create repeatable fixes
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