MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position.
Job Title: Manager-IT Applications Support
Reporting to: Senior Manager Enterprise Applications
Division – Technology
No. of Vacancies: 1

Mission/ Core purpose of the Job
The main purpose of this role is to manage a portfolio of applications. The manager shall ensure that his team (including engineers, vendors, and others) carry out proactive identification, isolation, and resolution of issues in the applications/systems stack. The incumbent shall ensure platforms’ uptime and services availability, ensure that customer trouble tickets are attended to within SLA and ensure efficient Operations & Maintenance of the IT applications to meet the agreed MTN KPIs.

Main Job Functions:
• To ensure proper provision of L1/ L2/L3 operational maintenance and support for the IT Applications
• To ensure that incidents, work orders, problem tickets, changes etc. pertaining the relevant applications/systems assigned are worked on within SLA
• Ensure optimization of the assigned IT applications to meet company KPI-s and customer expectations
• Ensure development of technical documents including Standard operating procedures, troubleshooting guides
• Derivation of trends in performance from statistics as well as from customer complaints so as to provide long term solutions to problems identified
• Actively collaborate with other Business functions to understand their pain areas and come up with improvement plan
• Serve MTN UG’s customers and provide solutions to customer problems to improve the customer experience
• Matrix management across Information systems and business units
• Working with and managing multiple vendors of the applications stack.
• Execute any assignments that may be assigned from time to time at management’s discretion

Job Requirements (Education, Experience and Competencies)
Education:
• Bachelor’s Degree in Computer Science, Information Technology, Software Engineering, or related field.
Experience:
• 5 years’ experience in a busy IT environment
• 2 years’ experience managing a group of engineers, IT personnel
• 2 years’ experience of vendor management/collaboration
• 4 years’ experience in software development and maintenance of applications

Knowledge & Trainings:
• ITIL
• Project Management
• Software Development and management
• Reporting
• Analytical Thinking
• Business Process Design and Reengineering
• Decision Making
• Information Management
• Problem Solving
• Project Planning and Control
• Strategic Thinking and Planning
• System Analysis, Design and Integration
• Telecommunications Technology Fundamentals
• Results orientation
• Credibility
• Building collaborative relationships
• Engaged management
• Influencing, Leadership, Power
• Risk-taking, Innovation

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises.