MANAGER, IT APPLICATIONS AND SUPPORT – GRADE D2

Reporting to the Chief Information Officer (CIO), Information Services Division, the Manager, IT Applications and Support will be responsible for the end-to-end management, stability, and performance of business-critical applications. This role ensures seamless integration between IT systems and business operations to support customer acquisition and management, IT service delivery, revenue generation, and customer experience excellence. The incumbent will act as a key bridge between technical IT teams, vendors, and business stakeholders to ensure optimal system performance across platforms such as CRM, ERP, BSS, Contact Centre solutions, and mobile applications.Customer Relationship Management (CRM)

Responsibilities or duties

• Oversee the support, maintenance, and availability of all business-critical applications to ensure optimal system performance.
• Manage the full application lifecycle, including specifications, development, testing, deploy-ment, upgrades, and decommissioning.
• Provide advanced technical leadership in diagnosing and resolving complex system incidents and outages.
• Lead change, release, and configuration management processes, including system en-hancements, patches, and upgrades.
• Act as the primary liaison between business users, vendors, and IT teams to ensure alignment of application requirements.
• Manage vendor performance, enforce SLAs, and ensure delivery of high-quality support services.
• Ensure compliance with IT security standards, data governance frameworks, and regulatory requirements.
• Drive application optimization, automation, and Al & digital transformation initiatives.
• Oversee budgeting, cost control, and resource planning for application support services.
• Ensure proper documentation of systems, processes, and operational procedures.
• Support Business Continuity Management (BCM) for all critical applications.
• Manage the IT Service desk and overall IT Service delivery.
• Lead, coach, and develop application support teams to achieve service excellence.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field.
• ITIL Foundation certification (mandatory).
• PMP certification will be an added advantage.
• MCSD or equivalent certification is an advantage.
• Red Hat/Linux / Unix certifications are desirable.

Experience needed

• 5-7 years’ experience in enterprise application support or IT operations.
• Strong experience with ERP, CRM, and enterprise application environments.
• Solid understanding of ITIL-based service management frameworks.
• Proven experience in vendor and SLA management.
• Strong analytical, troubleshooting, and problem-solving skills.
• Proficiency in SQL and Microsoft enterprise applications.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• Strong leadership and team management capabilities.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder engagement abilities.
• Ability to manage complex systems under pressure.
• High level of attention to detail and operational discipline.
• Innovative, proactive, and results-driven mindset.
• “TNM is an equal-opportunity employer; we say NO to child labour and promote decent work for all.”

• Oversee the support, maintenance, and availability of all business-critical applications to ensure optimal system performance.
• Manage the full application lifecycle, including specifications, development, testing, deploy-ment, upgrades, and decommissioning.
• Provide advanced technical leadership in diagnosing and resolving complex system incidents and outages.
• Lead change, release, and configuration management processes, including system en-hancements, patches, and upgrades.
• Act as the primary liaison between business users, vendors, and IT teams to ensure alignment of application requirements.
• Manage vendor performance, enforce SLAs, and ensure delivery of high-quality support services.
• Ensure compliance with IT security standards, data governance frameworks, and regulatory requirements.
• Drive application optimization, automation, and Al & digital transformation initiatives.
• Oversee budgeting, cost control, and resource planning for application support services.
• Ensure proper documentation of systems, processes, and operational procedures.
• Support Business Continuity Management (BCM) for all critical applications.
• Manage the IT Service desk and overall IT Service delivery.
• Lead, coach, and develop application support teams to achieve service excellence.

• Strong analytical, troubleshooting, and problem-solving skills.
• Proficiency in SQL and Microsoft enterprise applications.
• Strong leadership and team management capabilities.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder engagement abilities.
• Ability to manage complex systems under pressure.
• High level of attention to detail and operational discipline.
• Innovative, proactive, and results-driven mindset.

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field.
• ITIL Foundation certification (mandatory).
• PMP certification will be an added advantage.
• MCSD or equivalent certification is an advantage.
• Red Hat/Linux / Unix certifications are desirable.