Application Support Officer

About the role

Join the IT Department of Munich Re MedNet Group as an Application Support Officer. You will be the first line of defence for MedNet's business applications, ensuring incidents and service requests are logged, triaged and resolved within agreed service levels.

Key responsibilities

• Own L1 application support: receive, prioritize, track and resolve incidents and service requests based on impact and urgency.
• Troubleshoot issues using monitoring tools, logs, dashboards, runbooks and approved workarounds.
• Monitor application health (availability, jobs, queues, certificates, data exchanges) and take corrective actions when authorised.
• Manage escalations and major incidents, coordinate with technical teams, keep users informed and validate service restoration.
• Support changes and releases through smoke testing, post‑deployment validation, early‑life monitoring and documentation updates.
• Maintain operational controls in line with access, change‑management, security, privacy and data‑integrity procedures.
• Continuously improve knowledge resources (runbooks, FAQs, support documentation) and identify automation or self‑service opportunities.

Required profile

• Bachelor’s degree or diploma in Computer Science, IT, Information Systems or related field.
• 2‑3 years of experience in application support, service desk or production support.
• Working knowledge of the Dhamani platform and its role in Oman healthcare operations.
• Familiarity with incident, request, problem and change management; ITIL Foundation is a plus.

Required skills

• Dhamani platform
• Web applications, APIs and integrations
• SQL querying and log interpretation
• Incident and request management (ITIL concepts)
• Monitoring tools and dashboards