Incident Management Senior Technician at One Acre Fund

About the Role

• As an Incident Manager, you will play a vital role in safeguarding service reliability across One Acre Fund’s technology landscape. This is a junior-mid level technical position responsible for owning low to medium-risk incidents, ensuring prompt resolution and effective stakeholder communication. You will be part of the IT Operations team and report directly to the Incident Management Lead. This role is based in Kigali, Rwanda and is on-site.

Responsibilities

• Manage and coordinate the resolution of technical incidents, ensuring timely and effective restoration of services to customers and stakeholders.
• Collaborate with technical teams to identify root causes of incidents, develop corrective actions, and implement permanent fixes.
• Develop and maintain incident management processes, procedures, and documentation to ensure consistency and continuous improvement.
• Communicate incident status, impact, and resolution to stakeholders, including customers, executives, and technical teams.
• Analyze incident trends and metrics to identify areas for improvement and recommend proactive measures to prevent future incidents.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• 2- 3 years of experience in IT incident management, technical support, or a related field.
• Strong understanding of IT service management frameworks, such as ITIL.
• Experience with incident management tools, such as ServiceNow, JIRA, or BMC Helix.
• Knowledge of cloud-based technologies, such as AWS, Azure, or Google Cloud.
• Certification in ITIL Foundation or a similar incident management certification