Internship - AI & Automation Operations

**Life at U Mobile** We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let’s start your journey with an award-winning organization! #UnbeatableCareerAwaits **Top Reasons To Join Us!** * Awarded For * Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024) * Bronze Winner in Cross-Generational Workforce Engagement (2024) * Gold Winner for Excellence in Workplace Culture (2021) * Comprehensive medical, dental, optical and insurance benefits * Flexi working hours arrangements * Staff Line & Device Subsidy * Smart Casual Attire * Child Parental Care Leave * Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT) * Special employee discounts for selected F&B Brands **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** * 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. * 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. * 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. * 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. * 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** * 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. * 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. * 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. * 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. **What’s Next ?** Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.