Application Support Analyst – eChannel

SUMMARY OF ROLE:
The primary responsibility of this role is to ensure the continuous, efficient, and secure operation of critical card-related systems, including Euronet Switch, ATM/CDM, Instant Card, and ITM applications. The individual will proactively manage and troubleshoot production issues, ensuring minimal disruption to banking operations. This includes ensuring compliance with security regulations such as PCI-DSS and other industry standards. The role also involves managing or supporting key projects related to the upgrade, integration, or implementation of card systems, driving continuous improvement in service delivery and system reliability across ATM/CDM/FFM, MFK, Switch, HSM, Instant Card Issuance, Credit Card Systems (CMS and related applications), and IVR systems.

KEY RESPONSIBILITIES:
System Operation & Availability:
Ensure seamless operation of card systems (e.g., Euronet Switch, ATM/CDM, Instant Card, ITM), ensuring minimal downtime and optimal performance.

IVR Support:
Support and maintain IVR systems, ensuring availability and functionality.

Compliance & Security:
Ensure compliance with PCI-DSS and banking security standards, overseeing the security of transaction systems and data encryption.
Implementation of New Machines:
Manage the implementation of new machines across the ABO banking network from the application side.

Issue Resolution:
Ensure prompt, efficient, and effective analysis and resolution of issues reported by users.

User Training:
Provide training to users and IT operators, ensuring effective system usage.

Issue & Resolution Documentation:
Accurately document issues and resolutions to ensure a comprehensive knowledge base.

Vendor Interaction:
Coordinate with vendors on reported issues, problems, and enhancements, ensuring timely resolutions.

Interface Testing:
Advise on interface testing, certification, and maintaining system integrity between core banking and related systems (e.g., middleware)

System Upgrades & Maintenance:
Supervise the maintenance and upgrade of proprietary software applications, ensuring they remain up to date.

Change Management:
Assist in implementing changes required by users or software vendors, ensuring smooth transitions with minimal system disruptions.


Requirements

• 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