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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, Uganda
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 Responsibilities:  
  • 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 necessary).
  • 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 Services.
  • Perform any other duties as assigned from time to time.

Qualifications, Skills and Experience:
  • 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 mandatory;
  • 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 here, 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: hr@nita.go.ug (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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