Manager Application Support – (2600002) at Uganda Revenue Authority (URA) Kampala

 JOB ROLE/ PURPOSE:

To lead and manage Level 2 support for incident and problem resolution across URA’s business applications, ensuring high availability, resilience, and compliance. The role directs bug fixes, oversees User Acceptance Testing (UAT) and deployment of applications, manages CI/CD pipelines, governs applications change management, maintains system integrations/configurations/patches, ensures disaster recovery and business continuity, and supervises IT vendor contract review and performance.

PRINCIPAL ACCOUNTABILITIES

1. Lead and manage Level 2 incident and problem support for URA’s applications to ensure timely resolution and service restoration.

a) Manage resolution of escalated Level 2 application incidents/problems and ensure prompt service restoration per SLA.

b) Perform root cause analysis and interface with development or supplier teams for permanent fixes.

c) Maintain and update the incident/problem knowledge base and post-mortem documentation

d) Track performance against SLAs/Uptime targets and report incident trends for continuous improvement.

e) Implement monitoring and alerting for early detection and response of critical failures.

2. Oversee application bug fixing, facilitate UAT, and manage deployment processes in alignment with CI/CD and DevOps principles.

a) Oversee identification, prioritization, and fixing of software/application bugs.

b) Plan and support UAT activities in partnership with business/users during releases or major upgrades.

c) Manage CI/CD pipeline execution, including build automation, testing, deployment and rollbacks.

d) Ensure change requests follow URA’s change management protocols.

e) Monitor deployments for post-live issues and coordinate rapid response and rollback as needed.

3. Administer application change management, configuration, patching, and system integration activities for URA business systems.

a) Supervise and execute business application configuration changes, patching cycles, and maintenance.

b) Conduct integration operations and resolve interface errors between URA and external systems.

c) Maintain operational documentation, playbooks, and runbooks for all changes and integration flows.

d) Schedule and report periodic maintenance for stability and conformity with standards.

4. Establish and direct application support disaster recovery and business continuity plans, ensuring critical processes have tested recovery solutions.

a) Design and execute disaster recovery (DR) and business continuity (BC) plans for critical applications.

b) Conduct and document regular DR/BC test drills, update recovery playbooks per lessons learned.

c) Coordinate application recovery priorities, timelines, and verify organizational readiness.

d) Analyze risks, provide guidance, and ensure compliance with DR/BC policies.

5. Supervise IT vendor contract review, performance tracking, and compliance for application support services.

a) Review, evaluate, and track IT vendor contracts/SLA terms for applications support services.

b) b) Chair periodic contract review meetings, escalate and resolve non-compliance.

c) Maintain vendor register for applications and security certificates and ensure timely renewals, amendments or exits for support contracts.

d) Benchmark vendor quality and value-for-money against market standards.

6. Plan and Manage the Performance and Development of Staff Under Supervision

a) Allocate resources within the team, ensure that all systems are monitored (including on weekends and public holidays) and that work streams are scheduled in line with business priorities

b) Develop work plans and performance agreements with all direct reports.

c) Monitor staff performance and provide regular feedback to enhance productivity.

d) Identify and address the training needs of team members to promote professional growth.

e) Implement succession planning and any other staff related programs as introduced and approved in the organization

f) Create and maintain a working atmosphere that fosters creativity and innovation in the team

 PERSON SPECIFICATIONS

Essential Requirements

a) An Honor’s Bachelor’s degree in either; Computer Science, Data Science, Information Technology, Information Systems, Software Engineering, Electrical Engineering, Telecommunication Engineering, Mathematics, Physics or any relevant related IT field from a recognized academic institution

b) At least eight (08) years’ experience as a System Developer, System Analysis and Testing and Business Process Re-engineering or supporting enterprise applications of which three (03) should have been attained at supervisory level in a reputable organization.

c) ITILv4 certification

d) DevOps certification

e) An impeccable record of integrity

Desirable Requirements

a) Certification or experience in CI/CD tools (e.g. Jenkins, GitLab, Azure DevOps).

b) Development Certifications (such as Java Certification Professional, Microsoft Certified Developer (MCSP)) and/or Data Base Certifications such as Oracle Certified Professional (OCP) Microsoft Certified Systems Data Base Administrator (MCSDBA).

c) Training in disaster recovery and business continuity planning.

d) Familiarity with incident/problem/change tools (IVANTI, ServiceNow, Jira, SolarWinds).

e) Certifications in Project Management such as Prince 2 or PMP

f) Proven experience of supervising or managing and developing an effective team in a complex environment

g) Leadership training

Knowledge

a) Knowledge of programming in Java, C, C++ and .Net Framework

b) Knowledge of web design and programming

c) Knowledge of mobile application development

d) Knowledge of database design and programing

e) Enterprise application integration, configuration, patching and maintenance.

f) Disaster recovery, business continuity standards and frameworks

g) IT policies, regulatory requirements, risk management protocols.

h) Vendor contract review and IT support SLA best practice.

i) Root cause analysis, uptime calculation, knowledge base management.

SPECIFIC SKILLS & ATTRIBUTES

The incumbent should be able to demonstrate;

a) Attention to detail, prioritization, and ability to work under pressure.

b) Ability to develop, communicate the vision, motivate and influence a team of professionals towards the realization of a team’s mandate

c) Excellent interpersonal and communication skills.

d) Strong conceptual, problem diagnosis and decision-making skills

e) Demonstrated creativity and innovation capability

f) Ability to coach, mentor and guide the professional growth of staff under supervision

g) Excellent systems analysis as well as knowledge and interest in emerging technologies

h) Ability to work within a changing business and technical environment

i) Ability to deal with confidential and sensitive information with tact and discretion

j) Technical competence and proven troubleshooting skills

k) Effective vendor negotiation and contract review skills

Organization

: Applications Support

Primary Location

: Uganda-Nakawa HQs

Job

: 11792.Manager Application Support

Schedule

: Permanent

Shift

: Standard

Job Type

: Full-time

Job Level

: Day Job

Job Posting

: Feb 9, 2026, 11:25:29 AM

Unposting Date

: Feb 28, 2026, 11:59:00 PM