SUMMARY OF ROLE:

The Application Support Specialist – Payments is responsible
for managing the day-to-day support, performance, and reliability of the bank’s
payment applications, including local and international payment engines, RTGS,
ACH, SWIFT, eMandates, Payment Initiation and internal transfer systems. The
role ensures continuous availability of payment services, manages incidents,
leads a team of support analysts, and coordinates with vendors and stakeholders
to implement enhancements and maintain regulatory compliance.

KEY RESPONSIBILITIES:

Responsibilities

1.
Payment Systems Operations
& Monitoring

•
Oversee
the availability, performance, and stability of all payment applications and
interfaces.

•
Monitor
transaction processing, queues, rejections, and reconciliation-related issues.

•
Troubleshoot
and resolve incidents within SLA, ensuring minimal service disruption.

2.
Team Supervision &
Support Coordination

•
Supervise
application support analysts responsible for RTGS, ACH, SWIFT, and other
payment systems.

•
Assign and
track support tickets, changes, and service requests.

•
Act as an
escalation point for complex issues and ensure closure of recurring problems.

3.
Vendor Management &
System Enhancements

•
Liaise
with vendors and solution providers for application upgrades, patching, and
issue resolution.

•
Review
enhancements, test new releases, and lead deployment in coordination with
infrastructure and security teams.

•
Manage
license renewals and ensure vendor SLAs are met.

4.
Compliance & Regulatory
Alignment

•
Ensure
payment systems comply with CBO mandates, SWIFT standards, and internal
IT/security policies.

•
Support
audits, risk reviews, and periodic system validations.

•
Maintain
audit logs, access controls, and system documentation.

5.
Change Management &
Integration Projects

•
Manage
system changes through ITIL-based change management processes.

•
Coordinate
application integration with core banking, channels, and middleware systems.

•
Participate
in UAT planning, execution, and post-deployment validation for payment system
projects.

6.
Process Innovation,
Automation & Digitalization:

•
Drive
continuous process improvement through innovative, automated, and digital
solutions once required

7.
Business Control &
Governance

•
Ensure
adherence to the bank's policies, regulatory requirements, and industry
standards in all operational activities.

8.
Self/People Development
& Continuous Learning:

•
Continually
update oneself through knowledge acquisition, on-the-job training, or project
involvement; advocate and support others to do the same.

Requirements

• 
  Omani Nationals Only.
• 
  Bachelor’s degree in
  computer science, Information Systems, or Business IT.
• 
  Minimum
  6–8 years of experience in banking or
  financial application support, with a focus on payment systems.