Manager, IT Applications and Support

Applications are invited from suitably qualified candidates to fill the vacant position below:

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 solu-tions, and mobile applications.

MAJOR TASKS AND RESPONSIBILITIES

• 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.

EDUCATION AND PROFESSIONAL REQUIREMENTS

• 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.
• 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.

CORE COMPETENCIES

• 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.

RECRUITMENT PROCESS

Please be advised that TNM utilizes an ExamHub System for recruitment. Eligible candidates will be required to undertake a job-specific multiple-choice examination as the first stage of the selection process. Candidates who are successful in the examination will subsequently be invited for an oral interview.

APPLICATION PROCEDURE

Interested applicants are requested to submit their applications and curriculum vitae (CV) to:

The Human Resource and Administration Director
Telekom Networks Malawi Plc
P.O. Box 3039
Blantyre
OR
Email: vacancy@tnm.co.mw

Applications must reach the Human Resource and Administration Director no later than Friday, 24th April 2026.

“TNM is an equal-opportunity employer; we say NO to child labour and promote decent work for all.”