L1 & L2 Support Engineer (ITS & Tolling)

Role:

L1 & L2 Support Engineer (ITS & Tolling)

Business Unit:

Mannai Technologies

Job Description:

The L1 & L2 Support Engineer provides 24/7 operational and technical support for the OMNIA Traffic Management System and Tolling Back-Office Systems under Work Order RF004. This role ensures the continuous availability, performance, and integrity of critical ITS infrastructure and transaction flows in strict compliance with SLAs and project KPIs. Comprehensive vendor handover and application training will be provided upon onboarding.

Key Responsibilities

• Infrastructure Monitoring: Provide 24/7 real-time monitoring of HCI/VxRail clusters (ESXi, vCenter, vMotion, vSAN), physical servers, Data Domain storage, RSE cabinets, CSC workstations, and laptops.

• Application & Transaction Auditing: Validate core applications (SAP S/4HANA, CRM, Databases) and roadside subsystems (AVDC detection, VES/VAS cameras, gantries) to ensure end-to-end transaction integrity.

• Incident Management: Perform L1/L2 troubleshooting for system, application, and network faults. Escalate complex issues to L3/OEMs per established matrices.

• Shift Handover: Conduct formal, structured system handover/takeover processes during shift changes to ensure seamless transfer of operational tasks and open incidents.

• Change & Asset Management: Execute controlled change requests (RFC submission, CAB review, UAT, rollback) and log all activities, faults, and maintenance data into EAMS (IBM Maximo) and CRMS.

• Compliance & Safety: Strictly adhere to Permit-to-Work (PTW) protocols, Project Facilities Access Permit Procedures, and HSE/confidentiality standards.

Location:

Doha , Qatar

Minimum Qualifications:

• Education: Bachelor’s degree in IT, Computer Engineering, Computer Science, or a related field.

• Experience: 3–5 years in L1/L2 IT/OT operations support, ideally within Intelligent Transportation Systems (ITS), tolling, or 24/7 mission-critical environments.

• Technical Skills: Hands-on experience with VMware technologies (vSphere, vCenter, vSAN, ESXi, VxRail). Familiarity with SAP S/4HANA, CRM, databases, and ITIL-based processes (Incident/Change management).

• Languages: Fluency in English (written/spoken) is required; Arabic is a plus.