From Reactive to Proactive: Intuit's Journey in AI-Powered Incident Management

With thousands of Intuit services, managing incidents efficiently and effectively becomes essential. In this talk, Akshay will examine how they have moved beyond traditional incident management methods to embrace AI-driven solutions for speed, resilience, and continuous improvement. The session will outline how Intuit has scaled incident management across thousands of services, ensuring robust support across their ecosystem. See how the team utilized real-time insights and advanced automation to enhance AWS-related incident detection and resolution across Intuit's infrastructure, as well as how they simplified incident detection and resolution across Intuit services resulting in TTD of less than 7 minutes. Additionally, Aksay will walk through their end-to-end automation framework for triggering failovers, executing runbooks, and handling recovery seamlessly across a distributed, cloud-native infrastructure aiming at reducing TTR by almost 50%. Learn about the ways in which Gen-AI is revolutionizing Intuit's root cause analysis authoring process, making post-incident reviews more insightful, accurate, and faster. Session attendees will see how AI and machine learning can be used to convert complex incident workflows into highly efficient and resilient operations, ensuring rapid recovery and continuous service availability.