Job Title / Designation: Application Support Lead

Number of Vacancies: 1
Functional Area: Application Support / IT Service Delivery
Industry: IT
Location of Job: Kampala, Uganda
Salary Offered: Negotiable
Industry: IT Software & Services / Systems Integration
Qualification: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
Contact Person: HR Manager: careeruganda@sybyl.com

Role Overview.

The Application Support Lead is responsible for overseeing day-to-day support service delivery for a government-wide system implemented by SYBYL for a key Government entity in Uganda. The role supervises a team of technical support engineers, ensures support tickets are handled within agreed SLAs, coordinates issue resolution with the OEM, and maintains a strong, proactive relationship with the client’s business and technical teams. The Lead also regularly communicates progress, risks, and achievements to the customer and internal stakeholders.

Responsibilities

  1. Service Delivery & SLA Management

  • Monitor daily support operations for the system to ensure adherence to agreed SLAs.

  • Prioritize, assign, and follow up on incidents, service requests, and problems handled by the technical support team.

  • Track the ticket lifecycle from logging to closure, ensuring timely and high-quality resolution.

  • Escalate critical or high-impact issues to management and the OEM as required.

  • Ensure support processes and procedures are followed consistently.

  1. Team Supervision & Coordination

  • Supervise and guide the technical support team in their day-to-day activities.

  • Conduct regular stand-up meetings to review open tickets, priorities, and blockers.

  • Provide coaching, feedback, and support to improve team performance and customer focus.

  • Identify capacity or skills gaps and recommend training or resource adjustments.

  1. OEM / Vendor Coordination

  • Act as the primary liaison with the OEM/vendor for escalated incidents, defects, and enhancement requests.

  • Monitor OEM response and resolution times and ensure they align with contractual SLAs.

  • Coordinate analysis, testing, and deployment of OEM patches, fixes, and updates with the technical team.

  • Document and follow up on all open OEM issues until closure.

  1. Customer Relationship & Stakeholder Management

  • Serve as the key point of contact for the customer’s support focal persons.

  • Build and maintain a positive, collaborative working relationship with the customer’s business and ICT teams.

  • Organise and lead regular review meetings (weekly/bi-weekly/monthly) with the customer to discuss ticket status, key issues, risks, and upcoming activities.

  • Proactively manage expectations and communicate clearly on timelines, impacts, and workarounds.

  1. Reporting, Governance & Continuous Improvement

  • Prepare regular support performance reports (weekly, monthly, quarterly), including SLA compliance, ticket trends, root causes, and improvement actions.

  • Highlight achievements, success stories, and performance improvements to the customer and internal leadership.

  • Identify recurring issues and coordinate root cause analysis and permanent fixes.

  • Contribute to the development and maintenance of support documentation, knowledge base articles, and standard operating procedures.

  • Ensure adherence to agreed governance frameworks, security policies, and change management processes.

Required Qualifications & Experience

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

  • 5+ years of experience in application support, IT service delivery, or a similar role, preferably in large-scale enterprise or government systems.

  • At least 2 years in a coordination/lead/supervisory capacity managing small technical teams.

  • Experience with HCM/HR systems is highly desirable.

  • Prior experience working on government or public sector projects is an added advantage.

Skills & Competencies

  • Strong understanding of ITIL or IT service management practices (incident, problem, change, SLA management).

  • Excellent coordination, follow-up, and organizational skills.

  • Strong stakeholder management and communication skills, with the ability to engage both technical and non-technical audiences.

  • Ability to manage priorities under pressure and meet tight deadlines.

  • An analytical mindset with the ability to identify patterns and root causes in recurring issues.

  • Good documentation and reporting skills (dashboards, performance reports, presentations).

  • Team leadership skills: coaching, motivating, and supporting team members.

  • Customer-focused attitude, with a commitment to service quality and continuous improvement.

Preferred Certifications

  • ITIL Foundation or higher.

  • Certification or training in a major HCM platform.

  • Project management or coordination-related training (e.g., PRINCE2 Foundation, Agile fundamentals) is an added advantage.

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