Application Support Specialist – Payments

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.

• 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.