Intern - Incident Management

Location: Bethpage, NY, US

Intern - Incident Management

Location

Bethpage, NY, US, 11714

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Brand

Optimum

Requisition #

12517

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is no longer a luxury, but a necessity.

At Optimum, co-op/intern students work on real projects with real business impact. Participants gain hands-on experience, collaborate with industry professionals, and contribute to initiatives that help shape the future of connectivity, technology, and customer experiences. Students may work on meaningful projects, gain exposure to industry-leading technologies, partner with mentors, develop professional skills, and build networks across the organization.

Program Details

Full-time co-op/intern opportunity (Jan 2027 - Jul 2027)

40-hour work week

30-minute unpaid lunch period each workday

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

Under general supervision, the Incident Management Intern will analyze current operational workflows to identify inefficiencies, bottlenecks, and manual effort within the Incident Management lifecycle. The intern will design, build, and deliver automated solutions that reduce human toil, accelerate response times, and improve overall operational maturity. All solutions must be documented, version-controlled, and checked into the enterprise GitLab repository. The role also requires the intern to measure, visualize, and communicate the impact of improvements through data-driven metrics and dashboards, and to craft structured plans for obstacles that cannot be automated - integrating those plans into the broader project roadmap with a clear benefit case.

Responsibilities

Process Analysis & Automation

• Rapidly learn and document current Incident Management processes, workflows, and handoffs identifying manual steps, redundancies, and bottlenecks.
• Design and implement automated workflows to eliminate repetitive human effort (e.g. alert routing, ticket creation, escalation, notifications, status updates).
• Collaborate with the Incident Management team and existing Automation Engineering team to ensure solutions align with current tooling, standards, and enterprise architecture.
• Research and leverage AI-assisted tools to accelerate solution design and implementation.
• Build solutions with future growth and scalability in mind avoiding point-fixes that create technical debt.
• Check all solution code, scripts, configurations, and documentation into the enterprise GitLab repository following branching and commit standards.
• Write clear internal documentation and runbooks so solutions can be maintained and extended by the wider team.

Metrics, Reporting & Continuous Improvement

• Define and track Key Performance Indicators (KPIs) and Key Performance Metrics (KPMs) that quantify the before/after impact of each automation; including ticket backlog volume, manual handling time, and error/re-work rates.
• Build dashboards and visualizations (graphs, trend charts, comparison tables) that clearly communicate operational improvements to both technical and non-technical audiences.
• Analyze incident data, operational trends, and process telemetry to surface patterns, recurring obstacles, and opportunities for further improvement.
• Produce periodic progress reports showing improvement over time and comparing results against baseline measurements.

Obstacle Identification & Planning

• Identify processes and constraints that cannot be fully automated (e.g. compliance-gated decisions, customer-facing escalations, cross-team approval gates).
• Develop structured mitigation plans for non-automatable obstacles, including proposed process redesigns, tooling enhancements, or staffing/workflow adjustments.
• Integrate obstacle mitigation plans into the broader project plan with timelines, owners, effort estimates, and a clear benefit case for each proposed solution path.
• Present solution options to stakeholders with a recommendation, supporting rationale, and projected ROI or efficiency gain.

Project Management & Stakeholder Communication

• Use JIRA (or equivalent enterprise PM tool) to track all tasks, subtasks, blockers, and deliverables throughout the internship.
• Communicate project status, milestones, risks, and blockers to the Incident Management lead, Automation team lead, engineering stakeholders, and project sponsors on a regular cadence.
• Participate in sprint ceremonies, stand-ups, and stakeholder reviews as required.
• Coordinate with Engineering, Automation, and Operations teams to gather requirements, validate solutions, and obtain sign-off.
• Proactively surface blockers early - with a proposed path forward rather than waiting for resolution.

Organizational Performance

• Demonstrate strong commitment to learning the business and the Incident Management domain quickly.
• Adhere to and apply department methodologies, coding standards, and security policies.
• Self-direct the preparation of high-quality deliverables with minimal rework.
• Continuously improve personal knowledge of automation tools, monitoring platforms, and AI tooling relevant to the role.
• Share knowledge and findings with the team throughout the engagement.

Qualifications

Education

• Coursework in Computer Science, Information Technology, Systems Engineering, Business Technology, or related discipline - or equivalent technical experience.
• Demonstrated academic or project work in automation, scripting, data analysis, or process improvement.

Key Experiences / Achievements

• Familiarity working in