COMPANY INTRODUCTION

Wicloudrwd is a global digital transformation and IT outsourcing company established in 2022, with operations across multiple international locations. The company provides technology and IT outsourcing solutions tailored to Microsoft environments, with expertise across Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Location: Kigali, Rwanda

Employment Type: Full-time

Working Hours: Monday–Friday, 9:00 AM–6:00 PM

About the Role

We are seeking an experienced IT Lead to oversee IT operations, infrastructure, security, compliance, team development, and technology innovation for Wicloudrwd's Kigali operations.

The successful candidate will provide strong technical and operational leadership, establish effective IT processes and controls, and ensure that IT services meet business and client requirements.

Key Responsibilities

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 networks (LAN/WAN/VPN), servers, cloud resources, endpoints, and collaboration tools.
• Ensure office and production environments meet business SLA requirements.
• Own the IT asset lifecycle, including procurement, deployment, inventory, and 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 appropriate 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, and other functional teams.
• Communicate effectively in English with overseas leadership teams.
• Translate technical issues into structured, business-oriented updates for non-technical stakeholders.

Qualifications & Requirements

Required

• Bachelor's degree or above in Computer Science, Information Systems, or a related field.
• 6+ years of IT experience, including 2–3 years in an IT Lead or equivalent role.
• Hands-on experience in IT infrastructure and operations, with solid knowledge of ITSM and security compliance.
• Practical experience applying AI in operations and/or productivity.

Technical & Professional Skills

• Proven experience managing IT for multi-site or mid-to-large organizations is a plus.
• Solid foundation in networking, systems, and enterprise IT environments.
• Familiarity with ITSM processes, including Incident, Problem, and Change Management.
• Hands-on experience with information security and compliance in international service environments.
• Cloud platform experience, such as Microsoft Azure, is a strong advantage.

Leadership & Personal Attributes

• 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

Experience with one or more of the following is expected:

• Generative AI and LLM tools such as ChatGPT, Copilot, or Gemini.
• Prompt engineering.
• AI automation for operations.
• AI chatbot implementation.
• AI knowledge base development.
• AI-enabled process automation.
• AI for ticket triage in support environments.
• AI workflow optimization.
• AI-driven reporting.

Language Requirements

• Local Language: Fluent in reading, writing, and speaking.
• English: Strong professional proficiency in written and spoken English.

• 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 networks (LAN/WAN/VPN), servers, cloud resources, endpoints, and collaboration tools.
• Ensure office and production environments meet business SLA requirements.
• Own the IT asset lifecycle, including procurement, deployment, inventory, and 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 appropriate 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, and other functional teams.
• Communicate effectively in English with overseas leadership teams.
• Translate technical issues into structured, business-oriented updates for non-technical stakeholders.

• IT infrastructure management
• IT operations management
• ITSM (Incident, Problem, Change Management)
• Security compliance
• AI implementation and adoption
• Team leadership
• Networking (LAN/WAN/VPN)
• Server management
• Cloud resources management (Microsoft Azure)
• Endpoint management
• Collaboration tools management
• IT asset lifecycle management
• Vendor management
• Information security controls
• Compliance management
• Access control
• Identity management
• Data protection
• AI tools (ChatGPT, Copilot, Gemini)
• Prompt engineering
• AI automation
• AI chatbot implementation
• AI knowledge base development
• AI-enabled process automation
• AI for ticket triage
• AI workflow optimization
• AI-driven reporting
• Cross-functional communication
• English communication

• Bachelor's degree or above in Computer Science, Information Systems, or a related field.
• 6+ years of IT experience.
• 2–3 years in an IT Lead or equivalent role.
• Hands-on experience in IT infrastructure and operations.
• Solid knowledge of ITSM and security compliance.
• Practical experience applying AI in operations and/or productivity.
• Proven experience managing IT for multi-site or mid-to-large organizations is a plus.
• Solid foundation in networking, systems, and enterprise IT environments.
• Familiarity with ITSM processes, including Incident, Problem, and Change Management.
• Hands-on experience with information security and compliance in international service environments.
• Cloud platform experience, such as Microsoft Azure, is a strong advantage.
• 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.
• Experience with Generative AI and LLM tools such as ChatGPT, Copilot, or Gemini.
• Experience with Prompt engineering.
• Experience with AI automation for operations.
• Experience with AI chatbot implementation.
• Experience with AI knowledge base development.
• Experience with AI-enabled process automation.
• Experience with AI for ticket triage in support environments.
• Experience with AI workflow optimization.
• Experience with AI-driven reporting.
• Fluent in local language (reading, writing, and speaking).
• Strong professional proficiency in written and spoken English.