Estimated salary: UGX 1,500,000 – 2,500,000 / month (AI estimate based on role and sector, not confirmed by the employer)
Description
About the Role
As an Engineer I in IT Development and Support at BCE Global Technology Centre, you will play a critical role in modernizing global connectivity by ensuring the reliability of applications that facilitate seamless communication and data transfer. Your work will directly contribute to the company’s mission of enhancing customer satisfaction through innovative technology solutions. In the initial months, you will engage deeply with a diverse portfolio of applications, learning to monitor and triage alerts effectively while collaborating with various support teams to resolve issues. This role is essential in laying the groundwork for future automation, making it a dynamic and impactful position within the team.
Key Responsibilities
You will perform manual Tier 1 triage, which involves monitoring, detecting, classifying, and routing incidents based on alarm and alert signals from numerous applications.
Your role will require you to work across a diverse toolset, interpreting alerts from platforms such as Dynatrace, New Relic, and ManageEngine, transforming them into actionable incident data.
Supporting the development of a standardized, real-time telemetry system will be vital, ensuring that alarm and alert data is reliable, timely, and adheres to a clean Open Telemetry-based data framework.
You will help shift the team from reactive incident response to proactive issue prevention by identifying patterns and data-quality issues in monitoring coverage.
Understanding the complex application ecosystem will be key; you will familiarize yourself with different technology stacks and the lifecycle disposition of each supported application.
Engaging with support groups and application owners to quickly resolve or escalate incidents will be a necessary part of your daily activities.
As the portfolio expands from 50 to approximately 320 applications, you will need to adapt to new technologies and processes as they are onboarded.
Requirements & Qualifications
A degree in Computer Science, Information Technology, or a related field is typically required for this role.
Experience with log aggregation tools and observability platforms is highly beneficial, as it will help you interpret alerts effectively.
You should possess strong analytical skills to identify patterns and discrepancies in data quality.
Proficiency in collaboration tools and excellent communication skills are essential for coordinating with support teams and application owners.
Previous experience in a technical support role or IT operations will be advantageous, providing you with relevant knowledge and skills.
What You’ll Gain
You will develop a strong foundation in incident management and support processes, enhancing your technical troubleshooting skills.
This role offers an opportunity to work with cutting-edge technologies in a rapidly evolving field, positioning you for future advancements.
Collaboration with various teams will improve your communication and teamwork abilities, essential assets in any tech career.
As you contribute to automation efforts, you will gain insights into data management and telemetry, valuable for career growth in IT.
How to Apply
If you are interested in this opportunity, please submit your application by following this link: Apply here.
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