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.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

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