Department: Information Technology
Level: 2H
Location: Kigali, Kigali
Posted: Jun 10, 2026
Deadline: Jun 18, 2026
Status: Open
About MTN
At MTN RwandaCell, we are not just an organization; we are purpose-led and value-driven. Understanding our people’s needs and aspirations is the key to creating work experiences that delight you daily at work. Our commitment to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life is what sets us apart.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be it is in our DNA.
As an organization, we are on a mission to create an exciting and rewarding place to work. We want our people to be themselves, thrive in a positive environment, and ignite their full potential. We believe in building a workplace founded on relationships and achieving a purpose greater than our own. This is the experience we want you to have with us.
Our commitments go beyond an organizational promise. Our leadership and managerial ethos involve meaningfully partnering with our employees, customers, and stakeholders with a vision to realize our shared goals.
We are delighted you are considering us as your career partner to make a mark in the world. We look forward to your application. Therefore, we are hiring a highly skilled and self-motivated candidate for the IT department position below, both internally and externally.
Mission/Core purpose of the Job
Responsible for the operation, monitoring, troubleshooting, and maintenance of mission-critical applications at MTN Rwanda.
The role ensures high availability, performance, and reliability of enterprise and telecom applications, while collaborating closely with internal teams, vendors, and operations functions to resolve incidents, prevent recurrence, and continuously improve system performance.
This role operates in alignment with MTN's Live Y'ello values, demonstrating accountability, collaboration, and a can-do spirit in every system and customer interaction.
Key Performance Areas
- Application Support & Operations: Provide L1/L2 application support in production environments.
- Monitor application health, performance, and availability; troubleshoot and resolve incidents, alerts, and service degradation issues;
- Perform root cause analysis (RCA) for recurring incidents; ensure SLA compliance for incident response and resolution; manage and prioritise support queues using ITIL incident management processes.
- Incident & Problem Management: Investigate and resolve production issues related to application systems and integrations; coordinate with development, infrastructure, and vendor teams for end-to-end resolution.
- Maintain detailed incident records; define and track problem management KPIs; participate in post-incident reviews (PIRs) and drive corrective action implementation.
- Application Maintenance & Release Support: Support application deployments, upgrades, patches, and configuration changes; perform routine system health checks and maintenance; ensure configurations adhere to best practices and security policies.
- Coordinate UAT support and smoke testing for new releases; maintain application versioning records and patch history.
- Monitoring & Performance Management: Analyse system logs and performance metrics to detect potential issues proactively; design and maintain monitoring dashboards (Grafana, Zabbix, or equivalent).
- Recommend improvements to enhance system stability and efficiency; define alerting thresholds and escalation paths for critical metrics.
- Security & Compliance: Ensure applications are managed in compliance with MTN's IT security policies and data protection regulations; support periodic security audits, vulnerability assessments, and remediation activities.
- Apply principle of least-privilege access controls; report and escalate security incidents per MTN's security response procedures.
- Documentation & Knowledge Management: Create and maintain support documentation, SOPs, runbooks, and troubleshooting guides; contribute to knowledge base articles; ensure documentation is current and accessible; onboard new team members using documented procedures.
- Collaboration & Stakeholder Engagement: Work closely with infrastructure, network, and development teams; support change management for application releases; communicate application status and incident updates to business stakeholders.
- Participate in cross-functional project teams for new system implementations.
- Prepares and submits monthly activity reports to the line manager.
Experience
- 3–4 years of experience in application support, preferably in telecom, fintech, or banking environments.
- Demonstrated experience managing incidents and problems in ITIL-aligned service environments.
- Experience supporting enterprise applications in 24/7 production environments.
Education Background
- Bachelor's Degree or Diploma in Computer Science, Information Technology, Telecommunications, or a related field. Fluent in English.
How To Apply
All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of notified academic credentials no later than 18th June 2026. MTN Website portal: https://careers.mtn.co.rw/career
We strongly encourage applications from women and/or individuals with disabilities.
Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful. If you encounter any issues when completing the application, reach out to Alozius.Mutamba@mtn.com (+250788319965)
At MTN Rwandacell Plc, we are committed to safeguarding your data privacy. For more information, visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/
