> We had a lot of little scripts here and there which would solve extremely specific situations but no focus was ever put on in building a general framework or trying to reduce the ticket count.

wow, honestly this is surprising. For me as an end customer I was always impressed with the way the services are engineered. Kudos to people like you for making this happen. But then I was also under the impression that AWS has very good best practices to take care of repeating issues.

Wouldn't interim patch-ups cause stability issues in the long term?