I owned development and production support of a platform where downtime directly affects public safety, and re-architected the engine that routes each incident to the right unit and escalates anything left unacknowledged.
No screens shown: this is a public-safety system.
// request path
01 999 call
02 Rules engine
03 Response unit
04 SLA timer
05 Escalation
The problem
When an emergency call comes in, every second matters. Dispatchers needed incidents routed to the right unit automatically, and anything unacknowledged or overdue had to be escalated without someone watching the clock.
What I did
Replaced legacy routing logic with a rule-driven pipeline that dispatches incidents to the correct response units and escalates unacknowledged or overdue cases.
Built real-time operator dashboards streaming live incident state, unit availability and SLA alerts.
Turned control-room requirements into technical designs with system architects and product managers; built and productionized end-to-end automated testing.
Integrated third-party APIs and government data sources for secure data exchange.
Wrote automation for log rotation, health checks and scheduled jobs, and a live log-monitoring dashboard for critical errors.
The result
Fewer missed-SLA incidents
Less manual dispatcher intervention
Faster, better-informed decisions under pressure
Technology
TypeScript
Node.js
Rules engine
Real-time streaming
Government API integrations
E2E testing
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Mohammad Kabalan · Senior Software Engineer · Dubai, UAE