Incident Management Senior Technician at One Acre Fund

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, and 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.

To learn more, please see our Why Work Here blog post.

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.

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.

• 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.

Click HERE to apply