Application Support Administrator

Central Bank of Oman • Full-time • مسقط, OM • 1d ago

Central Bank of Oman is seeking to recruit competent, committed, self-motivated and enthusiastic Omani candidate to work as an Application Support Administrator

Purpose:

The Application Support Administrator is responsible for overseeing the day-to-day operation, management, and support of enterprise-level software applications and systems. This role requires technical expertise, problem-solving skills, and the ability to interact with cross-functional teams to ensure smooth application performance, high availability, and user satisfaction. Additionally, the Application Support Administrator will manage relationships with third-party vendors, ensuring that all service level agreements (SLAs) are met and that vendors deliver on their commitments. The role requires the ability to manage complex issues, provide guidance to junior staff, and assist in the implementation and optimization of critical business applications.

Key Responsibilities:

1-Application Support and Troubleshooting:

Provide expert-level support for business-critical applications, including diagnosing and resolving application-related issues in a timely manner.
Serve as the primary point of contact for escalated incidents and complex technical problems.
Monitor application performance, identify bottlenecks, and proactively resolve performance issues.

2-Incident and Problem Management:

Lead and manage incident resolution processes, ensuring that issues are tracked, prioritized, and resolved in accordance with service level agreements (SLAs).
Perform root cause analysis (RCA) for recurring incidents, and implement preventive measures to reduce future occurrences.

3-System Monitoring and Optimization:

Use monitoring tools to track application health, performance metrics, and overall system uptime.
Identify areas for optimization, suggesting and implementing enhancements to improve efficiency and reduce operational costs.
Conduct regular system audits and apply updates or patches as necessary.

4-Collaboration with Development and Infrastructure Teams:

Work closely with developers, infrastructure teams, and other stakeholders to deploy, test, and support application updates, patches, and enhancements.
Assist in application upgrades and coordinate activities with relevant departments to minimize downtime and disruption.

5-Configuration and Change Management:

Oversee configuration management processes and ensure consistency across environments (e.g., development, staging, and production).
Participate in change management activities to ensure changes are tested and deployed according to best practices.

6-Documentation and Knowledge Management:

Maintain comprehensive documentation for supported applications, including troubleshooting guides, configuration details, and deployment procedures.
Create and update knowledge base articles and training materials for end-users and IT support teams.

7-User Support:

Provide advanced-level support to end-users, resolving complex application-related issues.

8-Vendor and Third-party Management:

Coordinate with third-party vendors and service providers to address application-related issues or implement system upgrades and enhancements.
Manage software licenses and ensure compliance with vendor terms and conditions.
Ensure that vendor service level agreements (SLAs) are met and performance expectations are fulfilled.

9-Project Management:

Lead or participate in the implementation of new applications or major upgrades to existing systems.
Assist in the development of project timelines, resource allocation, and testing plans to ensure successful project delivery.

10-Security and Compliance:

Ensure that all applications are compliant with relevant industry standards, regulatory requirements, and internal security policies.
Work with security teams to implement application security measures and perform vulnerability assessments.

11-Assisting Managers and Ad-hoc Assignments:

Provide support to IT managers and other department leaders by assisting with ad-hoc tasks and special projects as needed.
Take on various operational or strategic initiatives as required, contributing to the overall success of IT operations and business objectives.
Participate in organizational improvement projects, process reviews, and support optimization efforts.

Minimum Qualifications:

Bachelor’s in computer science/information technology

Additional Qualifications:

Master’s in computer science/ information technology/data science/information systems.

Technical Skills: