PT - Internship Global Program - Service Management Intern - Jumia (Full Time)

About the role

Join a centralised Service Management team dedicated to driving operational excellence. In this role, you will help shape our processes from the ground up, supporting our efforts to ensure that our infrastructure, security, and global teams are perfectly aligned for Tier 1 events and major application launches.

What you will be doing

• Global Event Readiness: Collaborate on building and maintaining readiness checklists, run-books, and documentation for Tier 1 Events, helping to ensure all participating countries execute required infrastructure and load-testing activities.
• Application Life-cycle Management: Support the operational life-cycle for applications created. You will help the team confirm that upon launch, all infrastructure and security prerequisites (e.g., IP configurations) are fully met.
• Cross-Function Coordination: Assist in organising readiness reviews and dry-run sessions alongside stakeholder teams across Engineering, Security, Operations, and Service Management.
• Contract Readiness: Help verify that infrastructure contracts are organised, active, and extended as needed to support application go-lives and high-traffic events.
• Go-Live Support: Participate in tracking readiness criteria, following up on open items, and providing war room support during Tier 1 Events and post-go-live hyper-care activities.
• Continuous Improvement: Contribute to gathering lessons learned from incidents and go-lives, feeding them back into the readiness framework to improve our operational standards and tooling.

What we are looking for

• Education: Degree, CET, or equivalent in Business Management, Information Systems, Computer Science, Engineering, or a related IT field (ongoing or recently completed).
• Communication: Strong written and verbal communication, with the confidence to actively participate in and help facilitate calls with international, cross-border teams.
• Organisation & Detail: Impeccable attention to detail with an ability to help juggle multiple readiness checklists and stakeholder follow-ups.
• Mindset: A proactive mindset with a strong sense of ownership and accountability; comfortable learning and working in a fast-paced, newly centralised team environment.
• Tech-Savy: Proficiency with Google Workspace (especially Sheets and documentation tools) and a basic understanding of IT service management, software delivery concepts, and AI tools.
• Language: Fluency in English (written and spoken).

This is not mandatory, but could help you stand out

• Exposure to ITIL concepts (Incident, Change, or Release Management).
• Previous internship or academic project involving process documentation, project coordination, or IT operations.
• Familiarity with ticketing, project management, or monitoring tools (e.g., Jira, ServiceNow, Confluence, Datadog).
• Basic understanding of IT infrastructure, security networks (like IP configurations), or vendor/contract management.