Operation Analytics and Problem Management, Tech & Engineering Fellow (Spring)

Overview

The IT Operations Analytics & Problem Management team supports MTA IT through operational analytics, critical application reporting, IT incident analysis, and Problem Management. The team identifies recurring and systemic issues, improves operational visibility, and supports initiatives to improve IT service reliability and performance. The fellow will support IT Operations Analytics & Problem Management through data analysis, reporting, incident and problem analysis, process improvement, and operational coordination. The assignment will also provide exposure to emerging AI and automation initiatives that improve IT analysis and operational reporting. This position begins in Spring 2027; candidates should be ready to commit a minimum of 12 months in the role. Location: 2 Broadway, New York, NY 10004.

Responsibilities

• Analyze P1/major incident information to identify recurring issues and potential Problem Management candidates.
• Review incident data, timelines, and supporting information to identify trends and patterns.
• Support assessment and disposition of the existing Problem backlog.
• Track Problem records, RCA activities, corrective actions, owners, and due dates.
• Prepare and validate data used for IT operational and critical application reporting.
• Support Power BI dashboards, reports, and recurring management metrics.
• Assist with data‑quality reviews and identification of gaps in IT application and operational information.
• Support AI, automation, and process improvement initiatives that enhance IT operations reporting and Problem Management.

Projects

• Problem Management & P1 Analysis – Support analysis of P1 incidents and the identification, tracking, and disposition of Problems and corrective actions.
• IT Operations Analytics & Reporting – Support critical application availability, Product Health, and operational reporting through data validation, analysis, and dashboard support.
• AI & Automation – Support development of automation and AI‑enabled capabilities to improve incident analysis, executive reporting, Problem tracking, and operational insights.

Required Qualifications

• Proficiency in Microsoft Office Suite.
• Strong organizational, analytical, and communication skills.
• Ability to analyze information from multiple sources and identify trends or patterns.
• Ability to work well under pressure and prioritize tasks effectively.
• Ability to work independently while being an active team player.
• Strong attention to detail and ability to maintain accurate information.
• Interest in IT operations, data analytics, AI, automation, or process improvement.
• Familiarity with Excel, Power BI, ServiceNow, data analysis, or automation is a plus.

Required Education

Matriculated in an undergraduate program in good standing with at least a 2.5 GPA. Preferred majors: Information Technology, Computer Science, Information Systems, Data Analytics, Business Analytics, Engineering, or a related field. All applicants must be authorized to work in the United States at the time of application. Students’ transcript must be submitted.

Pay

Undergraduate hourly rate: $19.00.
Graduate hourly rate: $21.00.