Direct Sadigital & Connectivity Monitoring Coordinatorles Agent

Job Title

Digital & Connectivity Monitoring Coordinator

Location

Rwanda

Employment Type

Full-time

About the Role

Our client, a leading international automotive and mobility organisation, is seeking a Digital & Connectivity Monitoring Coordinator to oversee the performance, reliability and continuous improvement of its digital mobility platform.

The role will be responsible for monitoring application performance, identifying and coordinating the resolution of incidents, analysing user and system data, and working closely with technology, operations and development teams to ensure a reliable and user-friendly digital experience.

The successful candidate will combine technical understanding, analytical ability and strong customer focus to identify issues early, drive improvements and translate technical information into practical business insights.

Key Responsibilities

• Monitor the availability, stability and performance of the company's digital mobility application.
• Track key performance indicators including uptime, response times, error rates and system alerts.
• Identify potential application issues and coordinate timely investigation and resolution.
• Analyse recurring incidents and support root-cause analysis and corrective actions.
• Maintain accurate records of incidents, performance issues, troubleshooting activities and resolutions.
• Monitor application logs and use data to identify trends, performance issues and opportunities for improvement.
• Analyse application performance data and recommend measures to improve stability, efficiency and user experience.
• Coordinate with developers, QA, IT support and operations teams on application improvements and technical issues.
• Support the testing and deployment of new application releases and enhancements.
• Gather user feedback and translate customer requirements into actionable improvement opportunities.
• Monitor customer satisfaction and identify areas where the digital experience can be improved.
• Support UX/UI improvements by identifying usability challenges and providing user insights to relevant teams.
• Prepare regular performance, incident and improvement reports.
• Develop dashboards and visualisations to communicate key performance indicators and trends.
• Coordinate scheduled maintenance and system updates to minimise disruption to users.
• Maintain and configure application monitoring tools and recommend improvements to monitoring capabilities.
• Monitor relevant security and compliance risks and escalate concerns appropriately.

Requirements

• Bachelor's degree in ICT, Computer Science, Application Management or a related field.
• Minimum 5 years' relevant experience in application monitoring, digital platforms, IT operations, product support or a similar role.
• Experience working with B2C digital products or mobility services is highly desirable.
• Experience with a multi-sided digital platform or technology-enabled business would be an advantage.
• Proven experience gathering user requirements and monitoring applications or digital systems.
• Experience with UX/UI for customer-facing digital applications.
• Exposure to business process management, business intelligence, analytics, logging systems and incident management.
• Good understanding of programming concepts, cloud services, databases and web applications.
• Strong troubleshooting and problem-solving ability.
• Strong analytical and reporting skills.
• Ability to communicate technical matters effectively to non-technical stakeholders.
• Excellent written, verbal, presentation and stakeholder-management skills.
• Strong attention to detail and organisational skills.
• Ability to work independently while collaborating effectively across teams.
• Ability to work under pressure in a fast-paced environment.
• Advanced proficiency in Microsoft Word, Excel and PowerPoint.

What Success Looks Like

The successful candidate will ensure that the digital platform remains stable, reliable, responsive and customer-focused, while helping the organisation use application data and customer insights to continuously improve its digital mobility offering.

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