Incident Management Senior Technician at One Acre Fund

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Incident Management Senior Technician

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Employer: One Acre Fund

Employment: Full-Time | Permanent

Place of Work: Kigali - Rwanda

Posted date: 2 weeks ago

Deadline: September, 07/2025 (47 days left)

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About One Acre Fund

Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa's farmers, we provide:

• High-quality farm supplies
• Tree seedlings
• Accessible credit
• Modern agronomic training
• A wide range of other agricultural services

On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions.

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
• 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
• Regular feedback on your performance
• Career reviews every six months
• Opportunities to shape a growing organization and build a rewarding long-term career

Qualifications

Across all roles, these are the general qualifications we look for, specifically for this role:

• 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.

Preferred Start Date

As soon as possible

Job Location

Any of our Countries of Operations.

Benefits

Health insurance, paid time off.

Eligibility

This role is only open to citizens or permanent residents of Kenya, Rwanda, Uganda, Tanzania, Burundi, Malawi, Nigeria, Zambia, Democratic Republic of Congo, and Ethiopia.

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How to apply

07 September 2025.Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

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