Application Support Specialist — L1 Incident & IT Ops

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

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.