Background Information

The Development Bank of Rwanda (BRD) Plc is Rwanda’s only National Development Bank mandated to support Rwanda’s Vision 2050 development agenda. Over the past five years, the bank has registered exponential growth contributing to socio-economic development, strengthening institutional and human capacity, fostering corporate governance and risk management practices.

The Bank is implementing the revised strategic plan for 2024-2028 which is appropriately aligned to the country’s strategic direction enabling the Bank to unlock better value creation for its stakeholders by supporting entrepreneurs, addressing market failures, and impactful socioeconomic development.

To deliver on its bold vision and impactful objectives, the Bank’s expanded and refocused mandate is underpinned on four strategic focus areas:

Availing transformational finance.

Increasing green financing for a resilient future.

Driving scale and impact.

Fostering innovation and technology.

To achieve its strategic mandate, BRD recognizes the importance of strengthening its human and institutional capital to drive sustainable development and ensure the Bank remains a center of excellence in the financial sector.

BRD is committed to respecting gender equality and disability norms. We promote gender-responsive practices. Qualified candidates particularly females and persons living with disabilities are encouraged to apply.

To help accomplish this ambitious and exciting vision, the Development Bank of Rwanda (BRD) would like to recruit suitable qualified candidates to fill the following positions:

IT Systems Engineer (2)

Background Information

Job Title: IT Systems Engineer

Job Grade: JG G- Officer

Department: IT & Digital Innovation

Reports to: Senior Manager, IT Operations

Direct Reports: N/A

Indirect Reports: N/A

Contract Terms

– Open-Ended

Purpose of the Job

The IT System Engineer is responsible for ensuring the availability, performance, stability, and security of the Bank's on-premise and cloud systems. The role provides 1st and 2nd level support, focusing on core banking operational tools, enterprise applications, web platforms, and customer-impacting services. The position is customer-centric, ensuring high-quality support, proactive communication, and effective expectation management for both internal and external stakeholders.

Main Responsibilities of the Job

Operational Support (1st & 2nd Level)

• Provide first-line and second-line support for banking operations tools, internal enterprise systems, and integrated platforms
• Diagnose, troubleshoot, and resolve incidents within SLA, escalating to 3rd-level teams or vendors where required
• Manage the full lifecycle of support tickets following BRD's standardized event/ticketing processes (ref. Event Management Tools BRD)
• Perform root-cause analysis for recurring issues and contribute to preventive actions

Web Applications & Enterprise Platforms Support

• Support web-based applications, interfaces, customer-facing portals, and internal tools
• Ensure availability, performance tuning, security hardening, and version maintenance of assigned applications
• Work with developers, DB teams, and DevOps to resolve application-level faults and improve reliability.

System Administration & Maintenance

• Support provisioning, configuration, and maintenance of servers in Linux/Windows/Virtualized environments
• Perform routine system health checks, patching, updates, and compliance control
• Maintain system documentation, configurations, and operational procedures
• Support implementation of backup policies, DR tests, and restore procedures

Customer-Centric Communication & Stakeholder Management

• Manage customer expectations with clarity, transparency, and proactive updates
• Engage effectively with internal business units and external vendors/partners to ensure smooth operations
• Communicate impact, progress, and closure of incidents professionally

Automation & Continuous Improvement

• Use scripting and automation (PowerShell, Bash, Python, etc.) to streamline repetitive tasks
• Identify opportunities for operational optimization, automation, and self-service enhancements
• Propose and implement improvements to monitoring, reporting, and alerting systems

Compliance, Security & Quality Assurance

• Adhere to ITIL-aligned processes, especially change, incident, and problem management
• Support infrastructure hardening and compliance to minimum security baselines
• Work closely with audit and risk teams during IT infrastructure reviews (e.g., as seen in audit-related communications).

Performance indicators

• SLA adherence for incidents and requests
• System availability and reduction in recurring incidents
• Quality and accuracy of technical documentation
• Customer satisfaction and stakeholder feedback
• Successful execution of maintenance, updates, and DR exercises
• Contribution to automation and operational efficiency improvements

Working relationships

Internal: IT Operations, Infrastructure, Database, DevOps/DevSecOps, Digital Innovation, Procurement (for vendor coordination), Internal Audit

External: Application vendors, integration partners, ISP providers, cloud service providers

Professional, academic qualifications and experience

• Bachelor's degree in ICT, Computer Science, Information Systems, Engineering, or equivalent
• Minimum 3 years relevant experience in IT Systems Administration, Application Support, or IT Operations
• Experience supporting banking/financial systems is an advantage

Core competencies

Technical Skills

• Strong experience in system administration (Windows/Linux/VMware)
• Web applications support and troubleshooting (front-end, back-end, logs, services)
• Familiarity with networks, DNS/DHCP, directory services, and virtualization
• Scripting/automation (PowerShell, Bash, Python)
• Understanding of ITIL processes, backups, DR, and security baselines

Behavioral & Professional Skills

• Strong customer-centric mindset
• Effective communication and expectation management
• Problem-solving and analytical skills
• Attention to detail with structured documentation
• Ability to work in a flexible schedule, including after-hours or weekend interventions when needed.

• Provide first-line and second-line support for banking operations tools, internal enterprise systems, and integrated platforms
• Diagnose, troubleshoot, and resolve incidents within SLA, escalating to 3rd-level teams or vendors where required
• Manage the full lifecycle of support tickets following BRD's standardized event/ticketing processes (ref. Event Management Tools BRD)
• Perform root-cause analysis for recurring issues and contribute to preventive actions
• Support web-based applications, interfaces, customer-facing portals, and internal tools
• Ensure availability, performance tuning, security hardening, and version maintenance of assigned applications
• Work with developers, DB teams, and DevOps to resolve application-level faults and improve reliability.
• Support provisioning, configuration, and maintenance of servers in Linux/Windows/Virtualized environments
• Perform routine system health checks, patching, updates, and compliance control
• Maintain system documentation, configurations, and operational procedures
• Support implementation of backup policies, DR tests, and restore procedures
• Manage customer expectations with clarity, transparency, and proactive updates
• Engage effectively with internal business units and external vendors/partners to ensure smooth operations
• Communicate impact, progress, and closure of incidents professionally
• Use scripting and automation (PowerShell, Bash, Python, etc.) to streamline repetitive tasks
• Identify opportunities for operational optimization, automation, and self-service enhancements
• Propose and implement improvements to monitoring, reporting, and alerting systems
• Adhere to ITIL-aligned processes, especially change, incident, and problem management
• Support infrastructure hardening and compliance to minimum security baselines
• Work closely with audit and risk teams during IT infrastructure reviews (e.g., as seen in audit-related communications).

• Strong experience in system administration (Windows/Linux/VMware)
• Web applications support and troubleshooting (front-end, back-end, logs, services)
• Familiarity with networks, DNS/DHCP, directory services, and virtualization
• Scripting/automation (PowerShell, Bash, Python)
• Understanding of ITIL processes, backups, DR, and security baselines
• Strong customer-centric mindset
• Effective communication and expectation management
• Problem-solving and analytical skills
• Attention to detail with structured documentation
• Ability to work in a flexible schedule, including after-hours or weekend interventions when needed.

• Bachelor's degree in ICT, Computer Science, Information Systems, Engineering, or equivalent
• Minimum 3 years relevant experience in IT Systems Administration, Application Support, or IT Operations
• Experience supporting banking/financial systems is an advantage