About the role#
This position is designed for a self-motivated intern to analyze operational workflows and deliver measurable improvements to Incident Management. You will work independently to identify inefficiencies and build automated solutions that reduce manual effort. The role requires you to document your work, track progress through data, and present your findings to stakeholders.
What you'll do#
- Document current Incident Management processes and identify bottlenecks or manual steps.
- Design and implement automated workflows to replace repetitive tasks.
- Collaborate with Incident Management and Automation Engineering teams to ensure solutions align with enterprise architecture.
- Research and use AI-assisted tools to speed up solution design.
- Build scalable solutions and check all code, scripts, and documentation into the enterprise GitLab repository.
- Write internal runbooks and documentation.
- Define and track KPIs such as ticket backlog volume and manual handling time.
- Create dashboards and visualizations to communicate operational improvements.
- Analyze incident data to find patterns and recurring obstacles.
- Develop mitigation plans for processes that cannot be fully automated.
- Use JIRA to track tasks, blockers, and project deliverables.
- Participate in sprint ceremonies, stand-ups, and stakeholder reviews.
What you'll need#
- Current coursework in Computer Science, Information Technology, Systems Engineering, Business Technology, or a related field.
- Academic or project experience with automation, scripting, data analysis, or process improvement.
- Familiarity with incident or service management concepts.
- Experience contributing to a shared codebase using Git or GitLab.
- Ability to learn new systems quickly and work independently.
- Strong written and verbal communication skills, with the ability to explain technical findings to non-technical stakeholders.
- Ability to manage multiple tasks and adjust priorities as needed.
- A proactive approach to problem-solving and surfacing blockers early.
- Attention to detail and a commitment to high-quality, version-controlled deliverables.
Location & details#
- Location: Bethpage, New York.
- Modality: On-site.
- Schedule: Full-time, 40-hour work week.
- Term: Rolling.
About Optimum
Optimum provides internet, mobile, television, and phone services to residential and business customers. The company operates as a public entity and maintains its headquarters in Queens, New York. Founded in 1973, it employs between 5,001 and 10,000 people. It focuses on delivering connectivity solutions across its service areas.
How to get in at Optimum
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