Application Support Officer — IT Operations & Incident Triage

MedNet Oman (MN-OMN) BU; Muscat; On-site; OMR 11,000 - 16,000; Full time

Job summary

MedNet Oman (MN-OMN) BU is seeking an Application Support Officer to provide first-line support for business applications, log and triage incidents, and ensure service levels. You will monitor availability and coordinate with technical teams to restore services.

The role requires a degree in IT and 2–3 years of experience in application support; familiarity with the Dhamani platform and ITIL knowledge are desirable.

Qualifications

• 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.
• 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.

Responsibilities

• 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.

Skills

Troubleshooting

Documentation

Communication

SQL

Incident management

Web apps/logs analysis

Education

Bachelor’s degree or diploma in Computer Science/IT/Info Systems

Tools

Dhamani platform

Microsoft 365

Job description

MedNet Oman (MN-OMN) BU is seeking an Application Support Officer to provide first-line support for business applications, log and triage incidents, and ensure service levels. You will monitor availability and coordinate with technical teams to restore services.

The role requires a degree in IT and 2–3 years of experience in application support; familiarity with the Dhamani platform and ITIL knowledge are desirable.