Introducing myself – AI-enabled service management

[Joao Galego]

Hi everyone,

My name is Joao, and I am based in Brisbane, Australia.

I work in service management and support operations for autonomous mining technology, using Jira Service Management and Confluence to support incident management, service requests, problem management, change management, documentation, and collaboration between support teams.

I am particularly interested in how JSM can be used beyond a traditional IT service desk, especially in operational support environments where uptime, response time, knowledge sharing, and coordination between multiple support levels are critical.

I am also exploring how automation, Rovo AI, and structured knowledge bases can help support teams respond faster and work more consistently.

Looking forward to learning from this community and sharing practical experiences where useful.

Regards,
Joao

[Micky Rathod]

Hi Joao,

Welcome to the community! I am Micky, based out of Melbourne and working at Atlassian as one of the Service Collection aka JSM specialist.

For the Operational Support (i.e. IT Operational team, SRE team etc...) look into JSM Operations (know as OpsGenie).

Hopefully this helps, feel free to DM me.

Regards
Micky.