Technical Support Intern - Incident Clustering and Risk Alert

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement.
We offer a flexible, innovative environment where your ideas matter and your career can thrive.
Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.

Project

Incident Clustering and Risk Alert

Project Description

This internship offers an opportunity to develop a lightweight incident intelligence Proof of Concept (PoC) for Regnology's Abacus360 Banking Technical Support team. The project focuses on analyzing incoming Jira Service Management tickets and grouping incidents by software layer to identify recurring issues and emerging patterns across the platform.

You will gain practical exposure to incident classification, data analysis, monitoring, and anomaly detection. You will explore how ticket information and keywords can be used to classify incidents into categories such as Web UI, batch and process execution, data ingestion, calculation services, and database storage.

Throughout the internship, you will learn how to establish incident baselines, detect unusual increases in incident volumes over rolling periods, and define notification criteria for potential platform-wide or release-related issues. You will also contribute to a dashboard and test alerting workflows in a controlled environment before any live Microsoft Teams escalation.

The goal is to help the team identify recurring technical issues earlier, improve handovers to R&D, and reduce reliance on informal pattern recognition. All activities will be carried out under mentor supervision, with customer data handled only within approved systems.

About the Team

You will join the CS Support Tech team for Abacus360 Banking, a specialized technical operations unit within Regnology's Customer Success organization. Our team ensures the stability and performance of Regnology's regulatory reporting platform, supporting banking clients and helping resolve complex technical issues.

Operating across worldwide hubs, we serve as a key link between banking clients and R&D engineers, investigating environment anomalies, diagnosing technical incidents, and supporting the reliable operation of the platform.

Our daily work involves collaboration with clients and engineering teams to troubleshoot technical issues, investigate system behavior, and resolve high-priority incidents. Using technologies such as Kubernetes, SQL, and Java, we support the performance and reliability of regulatory reporting solutions used by financial institutions worldwide.

Responsibilities

During this internship, you will have the opportunity to:

• Analyze incoming Jira Service Management tickets and identify relevant fields and keywords for incident classification.
• Develop a lightweight, rules-based classifier to group incidents according to agreed software layers and technical components.
• Organize incidents into categories such as Web UI, batch and process execution, data ingestion, SQLX/Spark calculations, DAAL services, ClickHouse/Oracle/Trino storage, and Embedded components.
• Identify recurring issues and incident patterns to make clusters of related incidents more visible.
• Establish incident baselines and define methods for detecting unusual increases in incident volumes over rolling periods.
• Define rules and thresholds for notifying the team about potential release-related or platform-wide problems.
• Contribute to the development of a dashboard to visualize incident clusters, trends, and potential risk areas.
• Test alerting workflows in a controlled environment before introducing any live Microsoft Teams escalations.
• Document classification rules, detection criteria, notification procedures, and project findings.
• Collaborate with experienced team members and mentors to validate the PoC and improve its usefulness for technical support and R&D handovers.
• Follow data protection requirements and ensure that customer information is handled only within approved systems.

Tools

Linux, Java, Python, APIs (e.g., Postman), SQL and databases, Jira Service Management, monitoring tools (e.g., Grafana, Google Cloud Monitoring), AI tools and MCP integrations.

Why we should decide on you

We are looking for a motivated final-year student currently pursuing a degree in Computer Science, Information Technology, or a related field, who is curious about data analysis, incident management, monitoring, and the role of technology in financial services.

Academic background

• Final-year student in Computer Science, Information Technology, or a related technical field.
• A solid interest in data analysis, software systems, technical troubleshooting, and monitoring.

Skills and Qualities

• Strong analytical thinking and a structured approach to problem-solving.
• Attention to detail when analyzing incident information and identifying recurring patterns.
• Interest in classification methods, monitoring, trend analysis, or anomaly detection.
• Familiarity with the tools and technologies listed above is a plus, but not mandatory; a willingness to learn and develop technical skills is highly valued.
• Good communication skills and an ability to collaborate with technical teams.
• A proactive mindset, intellectual curiosity, and willingness to learn.
• Ability to adapt to a fast-paced, international working environment.
• Awareness of data confidentiality and the importance of handling customer information securely.

Recruitment Process

• HR Interview: An initial interview with our Talent Acquisition Manager to discuss your academic background, motivation, communication skills, and interest in the internship opportunity.
• Technical Interview: Shortlisted candidates will then be invited to a technical interview designed to assess:
  • Basic knowledge of computer science and IT fundamentals.
  • Analytical thinking and technical problem-solving skills.
  • Familiarity with programming, databases, APIs, or monitoring concepts.
  • Ability to reason about incident classification, recurring patterns, and unusual changes in incident volumes.
  • Motivation to learn about incident intelligence, monitoring, and FinTech engineering.Interest in the project and its responsibilities.

If you are eager to explore the intersection of technical support, data analysis, and incident intelligence, this internship is an opportunity to develop your technical skills in an international professional environment and gain valuable insight into monitoring and troubleshooting enterprise regulatory reporting platforms.

Apply now!