Senior Manager, IT Operations and Service Management

Department: Fintech

Level: 3H

Location: Kigali, Rwanda

Posted: Jun 08, 2026

Deadline: Jun 16, 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 end-to-end reliability, performance, and operational excellence of the mobile money technology platform at MTN Rwanda.
• This role ensures 24/7 availability, secure transaction processing, seamless integrations with financial partners, and rapid incident resolution, while meeting regulatory and business requirements.
•  The role works closely with product, cybersecurity, vendors, and business leadership to support growth, innovation, and customer trust across the MTN MoMo ecosystem.

Key Performance Areas

• Fintech Platform Operations: Own day-to-day IT operations of the mobile money ecosystem including core mobile money platforms, USSD, mobile apps, web portals, agent systems, and transaction switching and settlement platforms.
• Ensure high availability, scalability, and resilience (near-zero downtime for critical MoMo services); maintain and continuously improve SLAs, OLAs, and uptime targets. Service Availability & Performance:
• Ensure 24/7 operational monitoring and stability of transaction processing systems; manage performance tuning, capacity planning, and demand forecasting; drive proactive identification and resolution of system issues before customer impact;
• Work closely with Network Operations and Core IT to manage shared dependencies.
• Incident, Problem & Change Management: Lead incident management for fintech and mobile money outages or degradations;
• Ensure root cause analysis (RCA), post-incident reviews, and corrective actions; ensure fast escalation, executive communication, and regulator notifications;
• Oversee change and release management for safe, controlled deployments;
• Ensure operational readiness for new services, products, and integrations.
• Integration & Ecosystem Management: Manage technical integrations with banks, settlement partners, payment switches, processors, regulators, aggregators, and third-party fintechs; ensure stable APIs, messaging queues, and middleware services;
• Balance innovation with platform stability. Security, Compliance & Risk: Enforce strong operational controls including access management, segregation of duties, logging, monitoring, and audit trails; support incident response for fraud and security-related operational events;
• Support Central Bank operational requirements and regulatory audits; partner with Cybersecurity and Fraud teams on incident handling and mitigation. Business Continuity & Disaster Recovery:
• Own BCP and DR for MoMo platforms; ensure active-active or active-standby readiness; conduct regular DR testing aligned to regulator expectations; maintain backup and restoration confidence for core financial data. Vendor & Managed Services Oversight:
• Ensure MoMo platform vendors meet contractual SLAs, KPIs, and security requirements; drive vendor performance reviews, escalation management, and cost optimisation; lead escalations for platform defects or chronic issues.
• Leadership & People Management: Lead and develop IT Operations supervisors, engineers, and support teams; establish shift models and on-call support for 24/7 operations; drive a culture of accountability, resilience, and continuous improvement.
• Continuous Improvement & Automation: Drive ITIL-aligned operational maturity across mobile money platforms; introduce automation, monitoring enhancements, and self-healing capabilities; optimise operational processes to reduce incidents and Mean Time to Recovery (MTTR).
• Prepares and submits monthly platform operations reports to IT leadership.

Experience

• 10+ years of IT experience, with 5+ years in senior operations or platform management roles.
• Strong experience operating mobile money, payments, or high-volume transaction platforms in 24/7, mission-critical environments.
• Proven track record managing incident response, vendor management, and regulatory compliance in fintech or telecom.
• Experience working with regulators, banks, and telecom environments.

Education Background

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field. Master's Degree or MBA is an advantage. ITIL Expert or equivalent operational framework certification. 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 16^th 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/