The incident is resolved. The ticket closes. A week later, the same failure returns—at another site, on another shift. The immediate issue was fixed. The underlying problem wasn’t.
Today, we’re announcing the general availability of the Droma Problem Manager Agent and the Droma SRE Agent. Together with our existing L1/L2 Operator Agent, they extend Droma’s Agentic Workforce beyond incident response to address recurring problems and improve reliability before the next disruption.
One workforce. Shared operational context.
IT and network operations don’t stop at team boundaries. Neither should AI. All three agents run on the Droma Cognitive AI Engine, bringing reasoning, prediction, memory, and continuous learning into a shared context built from detections, changes, and the history of incidents, actions, and outcomes. They work with the monitoring, ITSM, and automation tools teams already use.
That context connects their work. An incident handled by L1/L2 becomes evidence for the Problem Manager. Recurring failure patterns inform the SRE Agent’s resilience work. Improvements to reliability can, in turn, reduce the incidents reaching frontline teams. The objective is bigger than faster ticket closure: fewer repeat disruptions and more time for engineering.
Problem Manager Agent: Fix the cause, not just the incident
Recurring incidents often leave teams with plenty of tickets but too little time to establish what’s driving them. The Problem Manager Agent connects related incidents, historical changes, and past resolutions to build an evidence-backed view of the problem.
It organizes that analysis into a problem overview, likely root causes, impact assessment, workarounds, and assignment and ownership. Teams can see what keeps recurring, which services are affected, what the evidence suggests, and who should drive a permanent fix. The result is a structured handoff ready for the problem record.
While a permanent fix is underway, the agent can associate a known workaround with the problem to help teams handle subsequent recurrences more consistently.
SRE Agent: Build reliability by design
The SRE Agent looks ahead as well as across. It evaluates architecture, capacity, and dependencies, tracks trends against SLOs and error budgets, and prioritizes resilience work according to potential blast radius. This helps teams spot conditions that could become incidents and focus engineering effort where it matters most.
During complex, cross-team incidents, the SRE Agent builds on what L1/L2 has already investigated. It connects related alarms across network and application domains, correlates failures with recent changes, maps impact, and proposes durable remediation rather than a temporary reset. It uses monitoring evidence to verify recovery before treating the incident as resolved.
Progressive autonomy, governed by design
Delegating work to agents isn’t an all-or-nothing decision. Droma supports three operating modes, allowing organizations to match autonomy to the role, action, and risk involved:
Interactive Mode. The agent investigates and recommends diagnostics or fixes, explains its reasoning, and executes actions with operator approval. Results are verified and documented.
Mediated Autonomy. Teams delegate investigation and diagnosis. The agent gathers evidence independently but requests approval before making changes to the environment.
Fully Autonomous. The agent takes authorized work directly from the queue and completes it within the boundaries established by organizational policy.
“Trust makes that delegation possible,” says Casey Kindiger, CEO of Droma. “Droma agents explain reasoning, show evidence, and know when to involve a human.”
That trust is supported by agent-specific roles, capabilities, and permissions. Droma applies safeguards such as masking personal data in requests and responses, rejecting instructions that conflict with agent rules, versioning agent changes, and tracing work from intent through action to outcome. Actions are either approved by a person or authorized in advance, with an audit trail for both.
Watch The Droma Agentic Workforce Demo Video : See how IT and network operations teams delegate responsibilities and outcomes to our role-based agents (L1/L2, SRE, and Problem Manager Agents), enabling progressive autonomy within a governed framework.