L1 & L2 Support Engineer (ITS & Tolling Systems) - Qatar

Job Title: L1 & L2 Support Engineer (ITS & Tolling Systems)

Compensation & Benefits

Monthly Salary: 20,000 QAR to 30,000 QAR (Commensurate with experience and technical qualifications)

Employment Type: 12 months contract

Location: Qatar

Position Overview

The L1 & L2 Support Engineer oversees the day-to-day technical and operational support for the OMNIA Traffic Management System and Tolling Back-Office Systems. This role is vital to preserving the uptime, efficiency, and security of critical Intelligent Transportation Systems (ITS) infrastructure and transaction pipelines. All duties must align strictly with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and the specific contractual mandates outlined in the Project Brief.

The chosen candidate will proactively monitor infrastructure, resolve technical incidents, execute controlled system updates, and provide precise documentation. All work must follow the project’s established Change Management, Facility Access, and Administration guidelines, alongside rigorous health, safety, and data privacy protocols.

Key Responsibilities

• Shift Handover Protocol: Execute meticulous, formal shift handover and takeover procedures for both OMNIA and Tolling Back-Office platforms. Ensure current system health, active incidents, ongoing tasks, and pending issues are thoroughly communicated to oncoming teams.
• Continuous Monitoring: Maintain 24/7 real-time oversight of hyperconverged infrastructure (including HCI/VxRail clusters, ESXi hosts, vCenter Server, vMotion, and vSAN), physical servers, Data Domain storage, roadside cabinets, customer service workstations, operational laptops, and peripheral hardware to guarantee maximum uptime.
• Application Verification: Audit and monitor core business platforms (SAP S/4HANA, CRM, Convergence Charging), active databases, file storage, and Roadside Equipment (RSE) components (such as AVDC sensors, VES/VAS enforcement cameras, and gantry controllers).
• Transaction Flow Integrity: Ensure the flawless transmission of tolling data from roadside gantries through back-office processors to the Customer Service Centre (CSC) interface. Coordinate external vendor support on a time-and-material basis when necessary.
• Incident Resolution & Escalation: Diagnose and resolve Tier 1 and Tier 2 infrastructure, software, and network failures. Smoothly escalate high-complexity problems to Tier 3 teams, OEMs, or dedicated specialists using the project’s escalation matrix.
• Change Control & System Updates: Process system modification requests by evaluating potential risks, testing deployments in safe environments, and routing Requests for Change (RFC) through the standard approval cycle (including CAB reviews, UAT, roll-back strategies, and post-change validations). Record all updates in IBM Maximo (EAMS) and CRMS.
• Asset & Log Administration: Maintain accurate, real-time records of all maintenance work, service requests, operational incidents, and performance metrics within IBM Maximo (EAMS) and CRMS tracking tools.
• Performance Reporting: Compile and deliver comprehensive reports regarding system availability, SLA metrics, incident trends, hardware faults, and KPI compliance.
• Safety & Compliance: Observe all safety guidelines, Permit-to-Work (PTW) mandates, Project Facilities Access Permit Procedures, and non-disclosure/confidentiality rules.
• Team Collaboration: Actively participate in daily shift briefings, safety toolbox talks, routine preventative/corrective maintenance schedules, asset condition surveys, and continuous service optimization projects.

Qualifications and Experience

• Professional Experience: 3 to 5 years of practical experience in L1/L2 IT/OT operations. Preference will be given to candidates with a background in Intelligent Transportation Systems (ITS), electronic tolling, or similar high-availability, 24/7 mission-critical environments.
• Education: Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or an equivalent technical field.
• Technical Toolkit: Demonstrated, hands-on familiarity with the VMware ecosystem (vSphere, vCenter, vSAN, ESXi, and VxRail clusters) alongside general workstation troubleshooting.
• Domain Knowledge: Solid understanding of enterprise software architectures (SAP S/4HANA, CRM systems, relational databases), roadside edge devices, and transactional workflows.
• Process Familiarity: Proven capability in managing structured application handovers in live environments. Familiarity with ITIL framework practices (specifically Incident, Change, and Service Level Management).

Skills and Competencies

• Problem-Solving: Strong analytical and diagnostic capabilities to isolate technical faults rapidly.
• Communication: Exceptional written and verbal communication skills with a focus on meticulous technical writing and clear shift summaries.
• Languages: Fluent in English (written and spoken). Proficiency in Arabic is highly advantageous.
• Resilience: Comfortable operating under pressure in a fast-paced, shift-based, high-availability data center environment.
• Standards Driven: Deep commitment to quality assurance, operational security, data confidentiality, and government authority compliance.

Working Conditions

• Schedule: Full-time, rotating 24/7 shift schedules that encompass days, nights, weekends, and Qatar public holidays to preserve round-the-clock coverage.
• Site Security: Employment is contingent upon meeting all security clearances, strict facility access permissions, PTW compliance, and Occupational Health & Safety Management System (OHSMS) guidelines.