Incident Management Senior Technician
2025-07-03T18:06:39+00:00
One Acre Fund
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https://oneacrefund.org/
FULL_TIME
Agriculture, Food, and Natural Resources
Management
2025-09-25T17:00:00+00:00
Kenya
8
Incident Management Senior Technician at One Arce 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.
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
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
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
JOB-6866c6af6a59c
Vacancy title:
Incident Management Senior Technician
[Type: FULL_TIME, Industry: Agriculture, Food, and Natural Resources, Category: Management]
Jobs at:
One Acre Fund
Deadline of this Job:
Thursday, September 25 2025
Duty Station:
Kenya | kenya | Kenya
Summary
Date Posted: Thursday, July 3 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Incident Management Senior Technician at One Arce 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.
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
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click Here to Apply
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