L1 & L2 Support Engineer (ITS & Tolling Systems)

About the Role

Global Technology Solutions Ltd. is seeking a dedicated L1 & L2 Support Engineer to join our team in Doha, Qatar. This full-time, onsite position is crucial for maintaining the operational integrity of the OMNIA Traffic Management System and Tolling Back-Office Systems. The role involves ensuring high availability, efficiency, and security of critical Intelligent Transportation Systems (ITS) infrastructure and transaction processing, strictly adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). You will be responsible for proactive infrastructure monitoring, incident resolution, system updates, and detailed documentation, all while following established project guidelines for change management, facility access, administration, health, safety, and data privacy.

Key Responsibilities

• Execute formal shift handover and takeover procedures for OMNIA and Tolling Back-Office platforms, ensuring comprehensive communication of system status, active incidents, and pending issues.
• Perform 24/7 real-time monitoring of hyperconverged infrastructure (HCI/VxRail, ESXi, vCenter, vMotion, vSAN), physical servers, Data Domain storage, roadside equipment, and workstations to maximize system uptime.
• Verify and monitor core business applications such as SAP S/4HANA, CRM, Convergence Charging, databases, file storage, and roadside edge devices (AVDC sensors, enforcement cameras, gantry controllers).
• Ensure the seamless flow of tolling data from roadside systems through back-office processing to the Customer Service Centre, coordinating with external vendors as needed.
• Diagnose and resolve Tier 1 and Tier 2 issues related to infrastructure, software, and networks, escalating complex problems to Tier 3 support, OEMs, or specialists according to the defined escalation matrix.
• Manage system modification requests by assessing risks, conducting pre-deployment testing, and guiding Requests for Change (RFCs) through the approval process, including CAB reviews, UAT, and post-change validation. Document all changes in IBM Maximo (EAMS) and CRMS.
• Maintain up-to-date records of all maintenance activities, service requests, incidents, and performance data in IBM Maximo (EAMS) and CRMS.
• Generate and submit detailed reports on system availability, SLA adherence, incident patterns, hardware failures, and KPI performance.
• Adhere strictly to all safety regulations, Permit-to-Work (PTW) requirements, facility access protocols, and confidentiality agreements.
• Participate actively in daily briefings, safety talks, maintenance schedules, asset surveys, and continuous service improvement initiatives.

Qualifications and Experience

• Possess 3 to 5 years of hands-on experience in L1/L2 IT/OT operations, with a preference for candidates experienced in Intelligent Transportation Systems (ITS), electronic tolling, or similar critical 24/7 environments.
• Hold a Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline.
• Demonstrate practical expertise with the VMware environment, including vSphere, vCenter, vSAN, ESXi, and VxRail clusters, as well as general workstation troubleshooting.
• Exhibit a strong understanding of enterprise software architectures (SAP S/4HANA, CRM, databases), roadside hardware, and transaction processing workflows.
• Show proven ability in managing structured application handovers in live operational settings and familiarity with ITIL practices (Incident, Change, Service Level Management).

Skills and Competencies

• Strong analytical and diagnostic skills for rapid technical fault identification.
• Excellent written and verbal communication abilities, with a focus on precise technical documentation and clear reporting.
• Fluency in English is required; Arabic language proficiency is a significant advantage.
• Ability to perform effectively under pressure in a demanding, shift-based, high-availability data center setting.
• A strong commitment to quality, operational security, data confidentiality, and regulatory compliance.

Working Conditions

• This is a full-time role requiring adherence to rotating 24/7 shift schedules, including days, nights, weekends, and public holidays to ensure continuous operational coverage.
• Employment is conditional upon successfully obtaining necessary security clearances, meeting facility access requirements, complying with PTW regulations, and adhering to Occupational Health & Safety Management System (OHSMS) guidelines.

Additional Information

The monthly salary ranges from 20,000 QAR to 30,000 QAR, dependent on the candidate's experience and technical qualifications.