Intern - Incident Management

Altice USA • Town of Oyster Bay, NY

1d

About The Position

The Incident Management Intern analyzes operational workflows across the Incident Management lifecycle to find inefficiencies, bottlenecks, and manual effort. The intern designs, builds, and delivers automated solutions intended to reduce human toil, accelerate response times, and improve operational maturity. Solutions must be documented, version-controlled, and checked into the enterprise GitLab repository. The role also measures and communicates improvement through data-driven metrics and dashboards, and develops structured plans and benefit cases for obstacles that cannot be automated.

This full-time co-op offers hands-on experience on projects with business impact, collaboration with industry professionals, exposure to enterprise technologies, and opportunities to work with mentors and build professional skills. The program has a 40-hour work week and a 30-minute unpaid lunch period each workday. The intern is expected to work with substantial independence, use AI tools to improve productivity, and deliver measurable, well-documented improvements during the internship.

Requirements

• Coursework in Computer Science, Information Technology, Systems Engineering, Business Technology, or a related discipline, or equivalent technical experience.
• Demonstrated academic or project work in automation, scripting, data analysis, or process improvement.
• Familiarity with incident or service management concepts; ITIL awareness is a plus.
• Experience contributing to a shared codebase using Git or GitLab.
• Strongly preferred: Python, Shell/Bash scripting, Git/GitLab, REST APIs, JIRA, Markdown/documentation, and SQL/data querying.
• Ability to quickly learn unfamiliar processes and systems and apply learning independently.
• Strong written and verbal communication skills, including the ability to explain technical findings in plain language to non-technical stakeholders.
• Ability to manage concurrent tasks and adjust priorities based on team direction.
• Proactive problem-solving skills, including raising blockers early and proposing solutions.
• Ability to collaborate across Incident Management, Automation Engineering, Platform/Infrastructure, and stakeholder teams.
• Attention to detail and commitment to quality documentation and version-controlled deliverables.
• Self-motivation, intellectual curiosity, comfort with ambiguity, and ability to work independently.

Nice To Haves

• Ansible or Terraform.
• ServiceNow.
• PagerDuty or OpsGenie.
• Grafana, Kibana, or Splunk.
• Power BI or Tableau.
• Docker or other containerization tools.
• CI/CD pipelines.
• AI or LLM tooling.
• Confluence or SharePoint.

Responsibilities

• Learn and document Incident Management processes, workflows, and handoffs, identifying manual steps, redundancies, and bottlenecks.
• Design and implement automated workflows for tasks such as alert routing, ticket creation, escalation, notifications, and status updates.
• Collaborate with the Incident Management and Automation Engineering teams to align solutions with tooling, standards, and enterprise architecture.
• Research and use AI-assisted tools to accelerate solution design and implementation.
• Build scalable solutions that avoid technical debt and point fixes.
• Check code, scripts, configurations, and documentation into the enterprise GitLab repository following branching and commit standards.
• Write internal documentation and runbooks that allow the wider team to maintain and extend solutions.
• Define and track KPIs and KPMs measuring automation impact, including ticket backlog volume, manual handling time, and error or rework rates.
• Build dashboards and visualizations that communicate operational improvements to technical and non-technical audiences.
• Analyze incident data, operational trends, and process telemetry to identify patterns, recurring obstacles, and improvement opportunities.
• Produce periodic progress reports comparing results with baseline measurements.
• Identify processes and constraints that cannot be fully automated and develop structured mitigation plans, such as process redesigns, tooling enhancements, or staffing and workflow adjustments.
• Integrate mitigation plans into project plans with timelines, owners, effort estimates, and benefit cases.
• Present solution options and recommendations to stakeholders, with supporting rationale and projected ROI or efficiency gains.
• Use JIRA or an equivalent enterprise project-management tool to track tasks, blockers, and deliverables.
• Regularly communicate project status, milestones, risks, and blockers to the Incident Management lead, Automation team lead, engineering stakeholders, and project sponsors.
• 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.
• Raise blockers early and propose a path forward.
• Learn the business and Incident Management domain quickly; follow departmental methodologies, coding standards, and security policies.
• Prepare high-quality deliverables with minimal rework, continually improve relevant automation, monitoring, and AI-tooling knowledge, and share findings with the team.

Benefits

• Hands-on experience on projects with real business impact.
• Collaboration with industry professionals and exposure to industry-leading technologies.
• Mentoring, professional-skill development, and opportunities to build networks across the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: No Education Listed