Internship - AI & Automation Operations

Role

This role focuses on designing, deploying, and optimizing AI and automation solutions to streamline Helpdesk workflows, enhance trouble-ticket resolution, and drive continuous operational improvements.

The Day-To-Day Activities

1. AI and Automation Solution Development

• Design, develop, test, deploy, and maintain automation tools, AI-assisted workflows, and internal support utilities that reduce manual effort and improve trouble-ticket handling.
• Convert Customer Service and Helpdesk requirements into practical use cases, prototypes, production solutions, and documented operating procedures.
• Integrate approved APIs, data sources, IT service-management platforms, knowledge repositories, and operational systems into controlled automation workflows.
• Apply appropriate version control, testing, release, rollback, and change-management practices to automation and AI solutions.

2. AI Operations and Agent Enhancement

• Configure, maintain, monitor, and improve AI agents, prompts, tools, knowledge bases, and Model Context Protocol (MCP) integrations used by the Helpdesk.
• Use operational feedback and ticket data to improve response accuracy, relevance, reliability, tool selection, and user experience.
• Monitor solution health, errors, latency, usage, and operational outcomes; troubleshoot failures and coordinate remediation with internal teams or vendors.
• Implement human approval, access control, logging, auditability, and safe fallback mechanisms for automated actions.

3. Helpdesk and Trouble-Ticket Enablement

• Support the Helpdesk in analysing, categorising, prioritising, enriching, and resolving trouble tickets raised by the Customer Service front-end team within agreed SLA requirements.
• Develop AI-assisted diagnostics, recommended actions, knowledge retrieval, smart routing, ticket summarisation, and response-drafting capabilities.
• Escalate urgent, recurring, or complex issues to second-level support, vendors, or management with complete diagnostic evidence and operational context.
• Maintain close follow-up with vendors and internal support teams to ensure escalated issues progress to resolution within SLA.

4. Operational Analytics and Continual Improvement

• Analyse ticket volumes, ageing, recurring issues, escalation patterns, SLA performance, and support outcomes to identify automation and service-improvement opportunities.
• Develop and maintain operational dashboards, reports, alerts, and measurable benefit tracking for AI and automation initiatives.
• Perform root-cause analysis and recommend preventive, corrective, or automated remediation for recurring operational problems.
• Maintain an AI and automation use-case backlog, including business value, risk, priority, progress, adoption, and realised benefits.

5. Knowledge, Governance and Collaboration

• Create and maintain technical documentation, runbooks, support guides, knowledge articles, test evidence, and solution records.
• Comply with IT service-management, cybersecurity, data privacy, architecture, change, release, and operational governance requirements.
• Collaborate with Customer Service, application support, infrastructure, security, data, vendors, and other stakeholders to deliver end-to-end solutions.
• Provide knowledge sharing, user guidance, and continuous learning on new services, products, operational procedures, automation tools, and emerging AI capabilities.

About You

1. Education / Knowledge

• Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Artificial Intelligence, Data Science, or a related field.
• Knowledge of IT service management, incident and problem management, SLA tracking, escalation, automation, AI agents, APIs, and secure solution delivery.
• ITIL, cloud, automation, AI, or DevOps certification is an advantage.

2. Experience

• Relevant experience in automation development, application support, or a related role.
• Hands-on experience developing automation or internal tools using scripting, low-code/no-code platforms, workflow engines, or equivalent technologies.
• Practical exposure to Generative AI, AI agents, prompt design, knowledge bases, retrieval-augmented generation, MCP, or similar integration patterns is an advantage.
• Awareness of IT service-management or ticketing platforms such as JIRA, ServiceNow, or equivalent tools would be an advantage.
• Experience with monitoring, logging, dashboards, APIs, source control, and cloud services is preferred.

3. Technical Competencies

• Ability to analyse operational issues and translate them into secure, supportable automation or AI solutions.
• Ability to develop, test, document, deploy, monitor, and troubleshoot scripts, workflows, integrations, and AI-assisted tools.
• Good understanding of data handling, access control, audit logging, privacy, security, and human-in-the-loop controls.
• Ability to analyse ticket trends and operational metrics and turn findings into measurable improvement initiatives.

4. Personal Attributes

• Customer-focused, proactive, analytical, and accountable, with strong problem-solving skills.
• Able to work independently, manage multiple priorities, and operate effectively in a high-volume support environment.
• Good stakeholder, vendor, communication, documentation, and knowledge-sharing skills.
• Curious, adaptable, security-aware, and committed to continuous improvement and responsible use of AI.