Job Description

The incident manager is responsible for stakeholder coordination, ensuring clear communication back to the business, monitoring, and reporting on SLAs, conducting Incident trend analysis, and leading post-mortem follow-up to improve incident response and prevent future disruptions. You will report to the Tech Service Desk Lead.

Job Level

JL 7

Location

Kigali, Rwanda or Nairobi/Kakamega, Kenya

Expected Manager

Agnes Niyonsenga

Will this position be managing others?

Key Job Responsibilities

Stakeholder Coordination: You will coordinate with tech teams, particularly the service desk, to ensure a unified response to incidents, and promote communication between technical teams and business stakeholders for updates and information gathering.
Communication Back to Business: Create communication plans for stakeholders, ensuring timely updates on incident status and resolution to business units, management, and relevant parties.
SLA Monitoring & Reporting: Monitor and enforce Service Level Agreements (SLAs) related to incident response and resolution and generate regular reports on incident metrics, SLA adherence, and performance for management and relevant stakeholders.
Post-Mortem Follow-Up: Collaborate with ITD to create Post-mortem reports and reviews after incidents to analyze root causes and identify areas of improvement and implement corrective actions and ensure lessons learned are integrated into future incident response strategies.
Collaboration with Service Desk: Collaborate with the service desk team to improve the incident reporting and resolution processes.
Documentation and Training: Oversee a comprehensive incident management knowledge base, encourage resolution documentation, and analyze trends and post-mortems. Record every possible piece of information on an incident using customizable templates during ticket creation

Top Skills and Qualifications

Bachelor's degree within IT field
Able to use data and identify potential improvements and drive them into action items and Analysing and resolving actionable steps that need to be taken to move an incident forward
Familiarity with ITIL (Information Technology Infastructre library) Foundation. Someone who can provide in IT services. 3+ years of experience
Experience with stakeholder coordination. Collaborating with internal and external teams. (Internat tech team and the vendor).
Detailed communication plans with stakeholders. Alert and proactive in communication to push for incident to be closed promptly.
Speaking French is an added value

Benefit

Health insurance, paid time off

Eligibility

This role is only open to citizens or permanent residents of Kenya or Rwanda

Application Deadline

26 February 2024. Applications after this date will be accepted on a rolling basis.

For more information reach out to agnes.niyonsenga@oneacrefund.org

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

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Service Desk Incident Manager