Application Support Officer

Munich Re Group; Muscat; On-site; OMR 9,000 - 14,000; Full time

Job summary

Munich Re Group's MedNet Group seeks an Application Support Officer in Oman to provide reliable first-line support for business applications by logging, triaging and resolving incidents and service requests within agreed SLAs. You will monitor application health across interfaces and jobs, assist with changes and releases, and ensure clear communication to users while escalating issues to technical teams.

The role emphasizes documentation, control compliance and continuous improvement for the

Qualifications

• Bachelor's degree or diploma in Computer Science, IT, Information Systems or related discipline.
• 2–3 years of relevant experience in application support, service desk, production support or similar IT operations.
• Working knowledge of the Dhamani platform within Oman healthcare operations.
• Experience supporting enterprise applications through ticket queues and defined service levels 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.
• Awareness of access control, privacy, security, audit trails and segregation of duties.
• Strong documentation and communication skills; proficiency with Microsoft 365 tools.
• Healthcare or insurance support experience is desirable.

Responsibilities

• Own L1 application support by receiving, prioritizing, tracking and resolving incidents and service requests in line with impact, urgency and agreed SLAs.
• Troubleshoot application issues using monitoring tools, logs, dashboards, runbooks and approved workarounds.
• Monitor application availability and health across interfaces, jobs, queues, certificates, batches and data exchanges.
• Manage escalations and major incidents with clear troubleshooting evidence and coordinated communication.
• Support application changes and releases through testing, validation and post-deployment monitoring.
• Ensure strong access, change-management, security, privacy and data-integrity controls with auditable records.
• Maintain and improve knowledge resources for Oman market support and handovers.
• Drive continuous improvement and automation opportunities for service reliability.

Skills

Troubleshooting

Documentation

Communication

Logs interpretation

SQL basics

Education

Bachelor's degree or diploma in Computer Science / IT / Information Systems

ITIL Foundation (desirable)

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.