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.comRole 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
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.
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.
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.
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.
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.
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.
