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, andwe'reseekingdriven 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.

• 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!

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 Git Lab 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.

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 Git Lab 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…