Application Solutions Manager Jobs – National Information Technology Authority-Uganda (NITA-U)

Job Title:          Application Solutions Manager
Organisation: National
Information Technology Authority-Uganda (NITA-U)
Duty Station: Kampala,
Reports to: Director,
E-Government Services
About US:
The National Information Technology Authority-Uganda (NITA-U) was
established as a statutory body under the National Information Technology
Authority, Uganda Act, 2009 as one of the key players in the Information and
Communications Technology Sector. Its mandated is to coordinate, promote and
monitor IT development within the context of national social and economic
development, with a vision as “a facilitator of a knowledge-based, globally
competitive Uganda where social transformation and economic development is
supported through IT enabled services.”
Job Summary: The Application
Solutions Manager will cordinate the delivery of technical support provided to
a wide range of critical applications, ensuring their security, reliability,
availability at all times and offering expertise to manage the hosted
applications over NBI/EGI. The incumbent will also manage the coordination,
appropriate escalation, request fulfilment and resolution of IT related to
online services, hardware, software and network issues affecting NITA-U
customers. The jobholder will oversee the provision of hands-on technical
support on all IT related issues (hardware, software and network related) to
all NITA-U customers.
Key Duties and
  • Supervise the service desk and respond to
    all incoming requests through available channels.
  • Oversee the maintenance of the knowledge
    base, configuration management database,
  • Assist in providing first-level phone,
    email and remote support on IT related issues and escalate more technical
    issues requiring location visits to appropriate second-level/expert
    support teams within the unit.
  • Provide first-level instructions on software
    installation and configuration e.g. client applications, anti-virus
    utilities, printer drivers, etc.
  • The incumbent will also provide continuous
    user application and system support to the call centre and other relevant
    MDA IT units.
  • Render support in developing programmes
    for training end users on self-help tips and office application usage.
  • Implement and monitor compliance with
    pre-defined service desk management policies and procedures.
  • Spearhead administering internal customer
    satisfaction surveys to obtain feedback on helpdesk efficiency (where
  • Utilize available tools to monitor both of
    the Operational Level Agreements
  • Serve as the first point of escalation for
    internal / external customers and champion customer issues ensuring
    effective engagement of IT teams.
  • Manage customer expectations through
    effective communications balancing the needs of the business with those of
    the customer.
  • Identify opportunities for continuous
    improvement in processes, IT services and the customer experience, and
    engage resources to deliver those improvements.
  • Work closely with NITA-U staff to ensure
    that established IT Quality Assurance systems are effective. Where
    appropriate, liaise with the Manager, IT Service Management to advice on
    changes and provide staff with training, tools and techniques.
  • Prepare/compile agreed periodic
    performance reports on various issues such as; service level and
    operational performance, change management, demand management, incident
    and request management for the attention of the Director of E-Government
  • Perform any other duties as assigned from
    time to time.

Qualifications, Skills and
  • The ideal candidate for the NITA-U
    Application Solutions Manager job placement should hold a Bachelor’s
    Degree in Computer Science, Information Systems, Information Technology,
    Software Engineering, or similar field;
  • Professional certification in ITIL is
  • Other certifications such as MCSE, MCSA,
    CCNA, etc., will be an added advantage.
  • A minimum of four years of relevant
    working experience, three of which should have been at supervisory level.
  • Previous exposure and experience in
    business intelligence and reporting of enterprise related Proven project management skills
  • Demonstrated
    technical proficiency in emerging IT trends including information security,
    e-Commerce, and e-Governance and e-Government applications.
  • Ability
    to work on own initiative as well as in a team;
  • Show
    capacity to establish credibility, and trust and partnership.
  • High
    analytical and problem –solving skills.
  • Excellent
    interpersonal, communication and report writing skills.
  • Be
    a person of integrity and honesty
  • Be
    a self-starter and has a high sense of urgency in making deliverables and
    capable of protecting confidentiality of information
  • Ability
    to prioritize tasks and manage time efficiently
  • Stress
    durable and Strong analytical skills
  • information.
  • Soft skills like management, leadership,
    communication, writing, presentation, listening skills, effective
    organizational and customer service skills.
  • Good project management experience in a
    large scale enterprise environment.
  • Extensive knowledge in the development,
    configuration and management of bespoke enterprise systems.

How to Apply:
All candidates who meet the job requirements/specifications and with
the right personal attributes are invited to complete and submit their
application form, download
, with a cover letter, supported by curriculum vitae, copies of
certificates and testimonials, and must specify day time telephone contact,
postal and email addresses of both the applicant and three referees, to the
address below.
The Executive Director,
National Information Technology
Authority – UGANDA (NITA-U),
Palm Courts, Plot 7A, Rotary Avenue (former Lugogo bypass)
P.O. Box 33151, Kampala-Uganda
Or via email:
(application must not exceed 10MBs)
Applicants must also submit with their application verifiable evidence
supporting previous relevant appointments such as appointment letters and
employment contracts.
Deadline: 21st August 2017
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