Job Title: L1 & L2 Support Engineer – OMNIA and Tolling Systems (24/7 Operations)

Department: Roads Management Centre (RMC) / ITS Operations and Maintenance

Reports To: JV Infrastructure Manager

Location: Doha, Qatar

Job Type: Full-time, rotational shift-based position ensuring 24/7 coverage

Job Summary The L1 & L2 Support Engineer is responsible for delivering first- and second-level operational and technical support for the OMNIA Traffic Management System and Tolling Back-Office Systems under Work Order RF004. The role ensures continuous availability, performance, and integrity of critical ITS infrastructure, applications, and transaction flows in full compliance with the Service Level Agreement (SLA), Key Performance Indicators (KPIs), and all applicable requirements of Schedule

Project Brief.

The incumbent will perform proactive monitoring, incident resolution, controlled change implementation, and accurate reporting while adhering to the Project’s Change Management Procedure, Project Facilities Access Permit Procedure, Basic Management and Admin of respective applications, and all health, safety, and confidentiality standards. There will be handover and briefing done by respective application vendors to get team on-board.

Key Responsibilities

Provide continuous 24/7 real-time monitoring of HCI/VxRail clusters (ESXi hosts, vCenter Server, vMotion, vSAN), physical servers, storage systems (including Data Domain), RSE cabinets, CSC workstations, OM laptops, and associated printers to maintain system health and ensure compliance with availability targets.
Validate and monitor core applications, including SAP S/4HANA, CRM, Convergence Charging, databases, and file servers, together with RSE subsystems (AVDC detection, VES/VAS cameras, gantry controllers).
Ensure end-to-end transaction flow integrity from Roadside Equipment (RSE) gantries through back-office processing to Customer Service Centre (CSC) visibility, coordinating with Emovis (or equivalent Tolling vendor) on a time-and-material basis when required.
Be highly adept at conducting formal system handover/takeover processes for the OMNIA application and the Tolling Back-Office Systems respectively during shift changes, ensuring complete and accurate transfer of operational status, open incidents, pending tasks, system health, and outstanding issues in accordance with established handover protocols.
Perform Level 1 and Level 2 troubleshooting, diagnosis, and resolution of incidents affecting systems, applications, and networks; escalate complex issues to Level 3 support, OEMs, or relevant specialist functions in accordance with established escalation matrices.
Manage change requests by assessing potential impacts, implementing changes in controlled environments, obtaining necessary approvals per the approved Change Management Procedure (including RFC submission, CAB review where applicable, UAT, rollback planning, and post-implementation validation), and documenting all activities in EAMS (IBM Maximo) and CRMS.
Log all incidents, service requests, maintenance activities, and performance data in EAMS (IBM Maximo), CRMS, and other designated enterprise tools.
Generate and submit timely, accurate reports on system availability, service levels, incidents, faults, and KPI compliance.
Adhere strictly to the Project Facilities Access Permit Procedure, Permit-to-Work (PTW) requirements, Health & Safety protocols, and confidentiality provisions.
Participate in shift handovers, toolbox talks, preventive/corrective/reactive maintenance activities, baseline inventory/condition surveys, and continuous service improvement initiatives.

Qualifications and Experience

Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or a closely related discipline.
Minimum of three (3) to five (5) years of relevant experience in L1/L2 IT/OT operations support, preferably within Intelligent Transportation Systems (ITS), traffic management, tolling systems, or other 24/7 mission-critical environments.
Demonstrated hands-on experience with VMware technologies (vSphere, vCenter, vSAN, ESXi, HCI/VxRail clusters) and supporting workstations.
Working knowledge of enterprise applications (SAP S/4HANA, CRM, databases), roadside equipment (RSE), and back-office transaction processing.
Proven ability to perform structured system handovers for complex applications in operational environments.
Familiarity with ITIL-based processes, incident management, change management, and service level management.

Skills and Competencies

Strong analytical, diagnostic, and problem-solving skills.
Excellent verbal and written communication skills with meticulous attention to detail during system handovers and documentation.
Proficiency in English (written and spoken); Arabic is an advantage.
Ability to work effectively under pressure in a shift-based, high-availability operational environment.
Thorough understanding of and commitment to safety, quality, confidentiality, and Authority standards.

Working Conditions

Rotational 24/7 shifts covering weekdays, weekends, and all Qatar public holidays to ensure uninterrupted coverage.
Primarily on-site at RMC,.
Strict compliance with security clearance, access control, PTW, and Occupational Health & Safety Management System (OHSMS) requirements.

ITS & Tolling Systems Support Engineer