COMPANY INTRODUCTION

We are, Wicloud, established in mid-2022, with over 1000 employees across 3 offices in the international. Wicloud dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

YOU WILL:

1. IT Operations & Governance

• Oversee end-to-end IT operations in Kigali.
• Establish clear IT governance, roles, responsibilities, and escalation mechanisms
• Ensure timely incident reporting, coordination, and resolution for major IT issues
• Provide regular IT status, risk, and improvement reports to management

2. Infrastructure & Service Management

• Manage corporate network (LAN/WAN/VPN), servers, cloud resources, endpoints, and collaboration tools
• Ensure office and production environments meet business SLA requirements
• Own IT asset lifecycle management (procurement, deployment, inventory, retirement)
• Manage external vendors and service providers

3. Information Security & Compliance

• Implement and maintain IT security and compliance controls required for business lines
• Support internal audits, customer reviews, and compliance assessments
• Define and enforce IT security policies, incident response plans, and awareness programs
• Ensure proper access control, identity management, and data protection

4. AI Enablement & Innovation

• Identify and implement AI solutions to enhance IT operations and productivity
• Drive adoption of AI tools to optimize internal workflows and service delivery
• Collaborate with stakeholders to integrate AI into support and business processes

5. Team Leadership & Development

• Lead and manage IT teams across multiple offices
• Set clear performance objectives and accountability mechanisms
• Improve execution, professionalism, and internal service credibility of the IT function
• Build standardized processes to reduce dependency on individuals

6. Cross-functional & International Communication

• Work closely with business, compliance & security, operations teams and other functional teams
• Communicate effectively in English with oversea leadership team
• Translate and report technical issues into structured, business-oriented updates for non-technical stakeholders

OUR IDEAL CANDIDATES:

Required

• Bachelor’s degree or above in Computer Science, Information Systems, or related fields
• 6+ years of IT experience, including 2 - 3 years in an IT Lead or equivalent role
• Hands-on experience in IT infrastructure & operations, with solid knowledge of ITSM and security compliance
• Practical experience applying AI in operations / productivity
• Strong written and spoken English skills

Technical & Professional Skills

• Proven experience managing IT for multi-site or mid-to-large organizations (500+ employees) is a nice-to-have
• Solid foundation in networking, systems, and enterprise IT environments
• Familiarity with ITSM processes (Incident, Problem, Change Management)
• Hands-on experience with information security and compliance in international service environments
• Cloud platform experience (e.g., Microsoft Azure) is a strong plus

Leadership & Personal Attributes (Critical)

• Strong ownership mindset and risk awareness
• Proactive, structured, and execution-driven
• Able to lead teams with authority and credibility
• Comfortable working under high standards and client scrutiny

AI-related Experience

Generative AI

• Experience with LLM tools (e.g., ChatGPT, Copilot, Gemini)
• Prompt engineering
• AI automation for operations
• AI chatbot implementation
• AI knowledge base development

AI for Productivity / Operations

• Process automation using AI
• AI for ticket triage (support environments)
• AI workflow optimization
• AI-driven reporting

WHY US?

• Competitive salary
• Salary at 100% during the probationary period.
• Full working equipment will be provided.
• Activities: Birthday party, Employee engagement activities.

OTHERS

• Working location: Kigali City, Rwanda
• Working time: Mon-Fri 9AM-6PM. Standby for emergent cases (such as emergent incident troubleshooting, system upgrade, etc.)

• Oversee end-to-end IT operations in Kigali.
• Establish clear IT governance, roles, responsibilities, and escalation mechanisms
• Ensure timely incident reporting, coordination, and resolution for major IT issues
• Provide regular IT status, risk, and improvement reports to management
• Manage corporate network (LAN/WAN/VPN), servers, cloud resources, endpoints, and collaboration tools
• Ensure office and production environments meet business SLA requirements
• Own IT asset lifecycle management (procurement, deployment, inventory, retirement)
• Manage external vendors and service providers
• Implement and maintain IT security and compliance controls required for business lines
• Support internal audits, customer reviews, and compliance assessments
• Define and enforce IT security policies, incident response plans, and awareness programs
• Ensure proper access control, identity management, and data protection
• Identify and implement AI solutions to enhance IT operations and productivity
• Drive adoption of AI tools to optimize internal workflows and service delivery
• Collaborate with stakeholders to integrate AI into support and business processes
• Lead and manage IT teams across multiple offices
• Set clear performance objectives and accountability mechanisms
• Improve execution, professionalism, and internal service credibility of the IT function
• Build standardized processes to reduce dependency on individuals
• Work closely with business, compliance & security, operations teams and other functional teams
• Communicate effectively in English with oversea leadership team
• Translate and report technical issues into structured, business-oriented updates for non-technical stakeholders

• IT infrastructure & operations
• ITSM
• Security compliance
• AI in operations / productivity
• Written and spoken English
• Networking
• Systems management
• Enterprise IT environments
• Incident, Problem, Change Management
• Information security
• Cloud platform experience (e.g., Microsoft Azure)
• Generative AI
• LLM tools (e.g., ChatGPT, Copilot, Gemini)
• Prompt engineering
• AI automation for operations
• AI chatbot implementation
• AI knowledge base development
• Process automation using AI
• AI for ticket triage (support environments)
• AI workflow optimization
• AI-driven reporting

• Bachelor’s degree or above in Computer Science, Information Systems, or related fields
• 6+ years of IT experience, including 2 - 3 years in an IT Lead or equivalent role
• Hands-on experience in IT infrastructure & operations, with solid knowledge of ITSM and security compliance
• Practical experience applying AI in operations / productivity
• Strong written and spoken English skills
• Proven experience managing IT for multi-site or mid-to-large organizations (500+ employees) is a nice-to-have
• Solid foundation in networking, systems, and enterprise IT environments
• Familiarity with ITSM processes (Incident, Problem, Change Management)
• Hands-on experience with information security and compliance in international service environments
• Cloud platform experience (e.g., Microsoft Azure) is a strong plus
• Strong ownership mindset and risk awareness
• Proactive, structured, and execution-driven
• Able to lead teams with authority and credibility
• Comfortable working under high standards and client scrutiny