Application Support Officer - (2600000O)
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.
: OM-OM-Muscat
MN Oman Head Office
Hatat Complex-A, 2nd Floor, # 213, PC-131, Al Hamriya
Muscat 518
: Technical Support
: MedNet Oman (MN-OMN) BU
: Regular
: Standard
: Full-time
Day Job
: Oct 9, 2026, 11:45:59 AM
MedNet is a managed care service provider of quality solutions that meet an individual's long-term healthcare needs and offers financial protection against unforeseen health crisis and expenses.
We work with stakeholders to provide access to high-quality healthcare for our members while ensuring that better healthcare outcomes are achieved within the parameters of optimized healthcare costs. With an experience of more than two decades, MedNet is well positioned as the leading managed care service organization, specializing in health risk management, in the region.
Our services reach beyond mere provision of administrative support for healthcare products and are enhanced by product design, pricing support, medical risk evaluation, medical management, healthcare provider (network) management, claims management, training and consulting services.
Together with our mother company, Munich Health (One of the three business segments of Munich RE Group), we are also able to offer risk finance solutions starting from traditional reinsurance products to sophisticated financial reinsurance arrangements.
