Job Title: IT Operations Manager
Department: IT

Report to: CTO

Location: Kigali, Rwanda
Type: Full-Time

Summary:
The IT Operations Manager will be responsible for the reliable, secure, and scalable delivery of all IT services and infrastructure that enable digital payments processing. This role is responsible for incident management, change management, monitoring, and support processes to ensure high availability, performance, and compliance of payment systems, gateways, fraud/risk tooling, and related infrastructure.

Key Responsibilities:

• Lead and coordinate the IT operations team to ensure 24×7 readiness and rapid incident response for payment processing platforms, gateways, and attached systems.
• Oversee monitoring, incident, problem, change, and capacity management for payment stacks (payments processors, gateways, card networks, settlement systems, fraud/risk engines, APIs).
• Develop and enforce IT operations standards, SLAs, security controls, change management, and incident response playbooks aligned with payments regulatory requirements.
• Coordinate with PMO, Payment Applications Manager, IT Infrastructure Manager, Risk & Compliance, and Operations Teams to deliver integrated, compliant payment services.
• Budget planning and cost optimization for IT operations, with attention to payment processing latency, uptime, and vendor costs.
• Ensure compliance with applicable regulations and internal policies (e.g., PCI DSS, data protection, and retention policies).
• Develop and maintain disaster recovery and business continuity plans for payment platforms, including data replication, and recovery objectives.
• Drive continuous improvement through automation, process optimization, and metrics focused on payment reliability, fraud detection efficacy, and customer experience.
• Mentor and develop IT operations staff; set objectives, conduct performance reviews, and manage workloads.
• Build and maintain documentation, runbooks, playbooks for payment incident response, and knowledge bases accessible to operations and engineering teams.
• Ensure excellent customer service for internal stakeholders and external partners; establish and report on KPIs related to payment uptime, incident response, SLA adherence, and support quality.

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field; or equivalent work experience.
• 5+ years of IT operations or infrastructure experience; among them 2+ years in a leadership/people management role.
• Strong understanding of ITIL processes (Incident, Problem, Change, Asset, Configuration Management).
• Experience with monitoring and alerting tools (e.g., Nagios, Datadog, Splunk, Prometheus/Grafana, or equivalent).
• Experience with cloud platforms (AWS, Azure, Google Cloud) and hybrid/multi-cloud environments; familiarity with payments-related architectures is a plus.
• Experience with virtualization, storage, backup, disaster recovery, and database administration in high-availability environments.
• Solid networking knowledge (LAN/WAN, VPN, firewall concepts) and network security best practices.
• Understanding of payment ecosystems, APIs, payment messaging protocols, and data security requirements.
• Knowledge of PCI DSS requirements and secure development lifecycle practices.
• Excellent communication, leadership, and collaboration skills.
• Ability to manage budgets and vendor relationships; experience with vendor risk management is a plus.

• Security operations experience and familiarity with security tooling (WAF, DDoS protection, SIEM).

HOW TO APPLY:

• Interested candidates should submit their letter of intent and CV by e-mail to: recruitment@rswitch.co.rw   no later than Friday 10^th April 2026   11:59 PM
• Please note that applications received after the closing date will not be considered.
• Only Short-listed candidates will be contacted.