POSITION DESCRIPTION

JOB TITLE: APPLICATIONS SUPPORT OFFICER

REPORTS TO: MANAGER BUSINESS APPLICATIONS

JOB PURPOSE

• The job holder will be responsible for the proactive identification, isolation, and resolution of issues in the business applications space.
• The incumbent will ensure platforms’ uptime and service availability, attend to customer trouble tickets escalated from front-end teams within SLA, and ensure efficient operations and maintenance of the business applications.

KEY RESPONSIBILITIES /KEY DELIVERABLES

• Monitor IT applications’ uptime and performance through monitoring tools, alerts, dashboards, etc.
• Analyze and resolve application-related issues which have been escalated from the bank Level 2 support team during operations and maintain proper documentation/logs for the resolution provided.
• Coordinate with application vendor support in case of product bug/enhancement requirement and follow up with the vendor for early resolution and solution.
• Own all application-related calls, problems, and incidents assigned in the IT service desk system; carry out problem investigation and analysis, follow up with the respective teams, and update the status with issue resolution for closure.
• Schedule, plan and execute the installation and testing of new products, upgrades, patches, or improvement to the applications.
• Gather system enhancement, data extract requests and reporting requirements from system users and work closely with the Information Technology team to develop detailed technical requirements and resulting specifications.
• Maintain banking systems performance by performing proactive system capacity and availability monitoring and analysis, performance tuning, troubleshooting network problems, and escalating problems to the vendor.

BUSINESS BEHAVIOURS

• Passion: Committed to excellence, delivering outstanding results and making a positive impact on our customers and stakeholders.
• Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank.
• Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
• Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED

• Bachelors in IT, Computer Science or Business, Software Engineering, Electrical Engineering, Telecommunications Engineering, and related fields.
• Certification in an IT related course is of added advantage.
• Practical training in IT-related short courses.
• A minimum of 2 years’ experience in IT department in a busy organization.
• Advanced knowledge in dockerization and containerization.
• Advanced knowledge in Unix/Linux operating systems.
• In depth experience in SQL, and DBMs (Oracle, SQL Server, PostgreSQL, MySQL).
• In depth experience in Windows Operating systems
• Programming experience (Python, C#, PHP, JS, Java etc.).
• Ability to troubleshoot and solve user problems.
• Scripting knowledge.

THE FOLLOWING DOCUMENTS SHOULD ACCOMPANY THE APPLICATION

• Cover letter, Detailed CV, and Copies of academic documents all as one file.

MODE OF APPLICATION

• Online applications addressed to Chief People & Strategy Officer, Pearl Bank Uganda.
• Send application to
  hr@pearlbank.com
  with job title as subject.
• Closing Date: Friday 02^nd October 2026 at 5:00pm.
• Only shortlisted candidates will be contacted.

Pearl Bank Uganda Ltd is an equal opportunity employer