Intern - Incident Management

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 were 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 or studying incident/service management concepts (ITIL awareness a plus).
• Experience contributing to a shared codebase via Git or GitLab.

Technical / Functional Competencies

Experience in development/analytical tools, consisting of but not limited to the following:

Required / Strongly Preferred Beneficial / Nice to Have

Python Ansible / Terraform

Shell / Bash Scripting ServiceNow

Git / GitLab PagerDuty / OpsGenie

REST APIs Grafana / Kibana / Splunk

JIRA Power BI / Tableau

Markdown / Documentation Docker / Containerization / etc..

SQL / Data Querying CI/CD Pipelines

AI / LLM tooling

Confluence / SharePoint

Management Skills

• Ability to quickly absorb unfamiliar processes and systems and apply learning independently.
• Strong written and verbal communication skills - able to translate technical findings into plain-language summaries for non-technical stakeholders.
• Ability to manage multiple concurrent tasks and adjust priorities based on team direction.
• Proactive problem-solver who surfaces blockers early with proposed solutions.
• Comfortable collaborating across cross-functional teams (Incident Management, Automation Engineering, Platform/Infrastructure, Stakeholders).
• Detail-oriented with a commitment to documentation quality and version-controlled deliverables.

KEY COLLABORATORS

Incident Management Team Primary team - subject matter experts, process owners, and day-to-day stakeholders.

Automation Engineering Team Technical partners for tooling, integrations, and alignment to automation standards.

Engineering / Platform Teams Integration support for system-level changes, APIs, and infrastructure dependencies.

Project Sponsors & Management Approval authority, priority setting, and escalation path for blockers and resources.

About This Role

This position is designed for a self-motivated intern who can operate with a high degree of independence, apply AI tools to accelerate their own productivity, and deliver tangible, measurable improvements to Incident Management operations within the internship term. The ideal candidate is intellectually curious, comfortable with ambiguity, and committed to shipping well-documented, enterprise-quality work.

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, well shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $25.00 / hour. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.

The Company will not provide current or future sponsorship for this role.