Application Support Analyst

SUMMARY OF ROLE

The Application Support Analyst is responsible for ensuring the stability, availability and optimal performance of enterprise and core banking applications. The role provides end‑to‑end application support, incident and problem management, system monitoring and coordination with internal teams and vendors to ensure uninterrupted banking operations while maintaining compliance with bank policies and regulatory requirements.

• Provide day‑to‑day support for enterprise and banking applications to ensure high availability, system stability and minimal downtime.
• Deliver Level 2 and Level 3 application support and act as an escalation point for critical system issues.
• Monitor system performance, conduct regular health checks and ensure data integrity across integrated platforms.

• Manage application incidents including investigation, root cause analysis, resolution and post‑incident reviews.
• Coordinate closely with infrastructure teams and vendors to resolve complex application issues within agreed SLAs.
• Track and manage service requests, incidents and change tickets in line with ITIL processes.

• Support system deployments, upgrades, patches and enhancements in coordination with change and release management teams.
• Participate in testing activities to ensure system changes are implemented with minimal business disruption.
• Ensure proper documentation and approvals are in place for all system changes.

• Support application integrations and data flows between enterprise systems using APIs, middleware and interface monitoring tools.
• Work closely with business users to understand functional requirements and translate them into technical support solutions.

• Participate in disaster recovery drills and ensure application readiness for business continuity.
• Support production continuity planning and recovery activities for critical systems.

• Support the day‑to‑day supervision of the application support team to ensure effective service delivery and adherence to SLAs.
• Allocate and monitor team workload to ensure timely resolution of incidents, requests and system issues.
• Act as an escalation point for critical application issues and ensure proper coordination with internal teams and vendors.
• Provide guidance, coaching and on‑the‑job support to team members to enhance technical capabilities and performance.
• Monitor team performance and ensure compliance with IT policies, procedures and operational standards.
• Promote continuous improvement within the team to enhance efficiency, system performance and service quality.
• Support knowledge sharing, documentation practices and cross‑training within the team to ensure operational continuity.

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

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

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

• Omani nationals only.
• Bachelor’s degree in Computer Science, Information Technology or a related field.
• ITSM Certificate is preferred.
• Minimum 8 years of IT experience with a focus on managing card systems, ATM, CDM, FFM, Switch and related banking technologies.