Application Support Officer

MedNet Global Healthcare Solutions LLC; Muscat; On-site; OMR 12,000 - 18,000; Full time

Job summary

MedNet Group, part of Munich Re, seeks an Application Support Officer in the IT Department to deliver reliable first-line support for MedNet business applications in the MEA region. You will log, triage and resolve incidents, monitor health, and coordinate with technical teams to ensure service continuity.

The role requires 2–3 years in application support, knowledge of the Dhamani platform in Oman healthcare operations, and strong communication and documentation skills.

Qualifications

• 2-3 years of relevant experience in application support or IT operations.
• Working knowledge of the Dhamani platform and its role in Oman healthcare operations.
• Experience supporting enterprise applications via ticket queues and defined SLAs.
• Familiarity with incident, request, problem, and change management; ITIL Foundation is desirable.

Responsibilities

• Own L1 application support by receiving, prioritizing, tracking, and resolving incidents in line with business impact and SLAs.
• Troubleshoot application issues using monitoring tools, logs, dashboards, runbooks, and approved workarounds.
• Monitor application availability across interfaces, jobs, and data exchanges and take corrective action.
• Manage escalations and major incidents with clear troubleshooting evidence and timely communication.
• Support application changes and releases through smoke testing and post-deployment validation.
• Maintain access control, change-management, security, and data-integrity records.
• Improve knowledge resources, runbooks, and support documentation; drive continuous improvement and automation, with Oman market focus.

Skills

Incident management

Troubleshooting

Monitoring

Escalation management

Documentation

Communication

Automation opportunities

Education

Bachelor’s degree or diploma in Computer Science/IT/IS

Tools

Dhamani platform

Microsoft 365

Job description

As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire an Application Support Officer - IT Department.

The job holder will provide reliable first-line support for MedNet business applications by logging, triaging and resolving routine incidents and service requests within agreed service levels. The role protects business continuity through proactive checks, clear user communication, accurate documentation and timely escalation.

Application Support owns L1 operations and ticket coordination, while Application Specialists own L2 investigation, recurring-problem analysis, change requests and project delivery.

Your Role:

• Own L1 application support by receiving prioritizing, tracking, and resolving incidents and service requests in line with business impact, urgency, and agreed SLAs.
• Troubleshoot application issues effectively using monitoring tools, logs, dashboards, runbooks, standard procedures, and approved workarounds.
• Monitor application availability and health across applications, interfaces, jobs, queues, certificates, batches, and data exchanges, taking timely corrective action where authorized.
• Manage escalations and major incidents by providing clear troubleshooting evidence, coordinating with technical teams, maintaining user communication, and validating service restoration.
• Support application changes and releases through smoke testing, post-deployment validation, early-life monitoring, defect reporting, and documentation updates.
• Ensure strong operational controls by following approved access, change-management, security, privacy, and data-integrity procedures, with accurate and auditable records.
• Maintain and improve knowledge resources including runbooks, FAQs, support documentation, ticket records, handovers, and operational procedures.
• Drive continuous improvement and service reliability by identifying recurring issues, control gaps, and opportunities for automation, self-service, and knowledge enhancement, while providing dedicated Oman market support and structured handovers.

Your profile:

• Bachelor’s degree or diploma in Computer Science, Information Technology, Information Systems or a related discipline.
• A minimum of 2-3 years of relevant experience, in application support, service desk, production support or similar IT operations.
• Required: Working knowledge of the Dhamani platform and its role within Oman healthcare application operations.
• Experience supporting enterprise applications through ticket queues and defined service levels and working with users, technical teams and vendors.
• Working knowledge of incident, request, problem and change management; ITIL Foundation is desirable
• Practical troubleshooting and basic knowledge of web applications, APIs, integrations, scheduled jobs, authentication, connectivity and SQL.
• Ability to interpret logs and perform authorized basic SQL queries without uncontrolled data changes.
• Awareness of access control, privacy, security, audit evidence and segregation of duties.
• Strong documentation and communication skills and proficiency with Microsoft 365 tools. Healthcare or insurance support experience is desirable

*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.