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L1 & L2 Support Engineer (ITS & Tolling Systems) - Qatar
Global Technology Solutions Ltd.
Doha, QAT
Contract
Mid
Onsite
1 months ago
VMware vSpherevCentervSANESXiSAP S/4HANACRM
Free
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About the Role
Global Technology Solutions Ltd. seeks an L1 & L2 Support Engineer for ITS and Tolling Systems in Qatar. You will monitor infrastructure, resolve incidents, and ensure uptime of critical systems.
Key Skills for This Role
VMware vSpherevCentervSANESXiSAP S/4HANACRM
Responsibilities
- Execute meticulous shift handover and takeover procedures for OMNIA and Tolling Back Office platforms
- Maintain 24/7 real time oversight of hyperconverged infrastructure, physical servers, and roadside equipment
- Audit and monitor core business platforms (SAP S/4HANA, CRM, Convergence Charging) and databases
- Ensure flawless transmission of tolling data from roadside gantries to back office and CSC
- Diagnose and resolve Tier 1 and Tier 2 infrastructure, software, and network failures
- Process system modification requests through change control and approval cycle
- Maintain accurate records of maintenance work, service requests, and incidents in IBM Maximo and CRMS
- Compile reports on system availability, SLA metrics, incident trends, and KPI compliance
- Observe safety guidelines, Permit to Work mandates, and confidentiality rules
- Participate in daily shift briefings, safety talks, and preventative maintenance schedules
Requirements
- 3 to 5 years of practical experience in L1/L2 IT/OT operations
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or equivalent
- Hands on familiarity with VMware ecosystem (vSphere, vCenter, vSAN, ESXi, VxRail)
- Solid understanding of enterprise software architectures (SAP S/4HANA, CRM, databases)
- Familiarity with ITIL framework (Incident, Change, Service Level Management)
- Fluent in English; Arabic highly advantageous
Full Job Posting
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.
Key Responsibilities
- Execute meticulous, formal shift handover and takeover procedures for both OMNIA and Tolling Back Office platforms.
- 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.
- 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).
- Ensure the flawless transmission of tolling data from roadside gantries through back office processors to the Customer Service Centre (CSC) interface.
- 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.
- Process system modification requests by evaluating potential risks, testing deployments in safe environments, and routing Requests for Change (RFC) through the standard approval cycle.
- Maintain accurate, real time records of all maintenance work, service requests, operational incidents, and performance metrics within IBM Maximo (EAMS) and CRMS tracking tools.
- Compile and deliver comprehensive reports regarding system availability, SLA metrics, incident trends, hardware faults, and KPI compliance.
- Observe all safety guidelines, Permit to Work (PTW) mandates, Project Facilities Access Permit Procedures, and non disclosure/confidentiality rules.
- 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.
Compensation & Benefits
- Monthly Salary: 20,000 QAR to 30,000 QAR (Commensurate with experience and technical qualifications).
- Employment Type: 12 months contract.
Working Conditions
- Schedule: Full time, rotating 24/7 shift schedules that encompass days, nights, weekends, and Qatar public holidays.
- Site Security: Employment is contingent upon meeting all security clearances, strict facility access permissions, PTW compliance, and OHSMS guidelines.
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