Operations Analytics and Problem Management

## Position Details Position at: MTA Headquarters Department: MTA IT Department Location: 2 Broadway, New York, NY 10004 Position Title: Operations Analytics & Problem Management, Tech & Eng Fellow Undergrad Hourly Rate: $19.00 (Undergraduate), $21.00 (Graduate) All internship positions are onsite and require regular, in-person attendance at the designated work location. ## Overview of Department 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 & operational reporting. This position begins in Spring 2027; candidates should be ready to commit minimum of 12-months in the role. ## 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 is a must. - 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 2.5 GPA. - Preferred majors: Information Technology, Computer Science, Information Systems, Data Analytics, Business Analytics, Engineering, or related field.All applicants must be authorized to work in the United States at the time of application. Students' transcript must be submitted. ## Equal Employment Opportunity MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.