L1 & L2 Support Engineer (ITS & Tolling)

Mannai Corporation; Doha; On-site; QAR 111,600 - 167,400; Full time

Job summary

Mannai Corporation is seeking an L1 & L2 Support Engineer to provide 24/7 operational and technical support for the OMNIA Traffic Management System and Tolling Back-Office Systems.

The successful candidate will ensure critical ITS infrastructure performance and compliance with SLAs. Key responsibilities include real-time monitoring, incident management, and executing controlled change requests. A Bachelor’s degree in a related field and 3–5 years of relevant experience are required, along with expertise in VMware technologies.

Qualifications

• 3–5 years in L1/L2 IT/OT operations support, ideally in ITS or tolling environments.
• Hands-on experience with VMware technologies including vSphere, vCenter, vSAN, ESXi, VxRail.
• Fluency in English is required; Arabic preferred.

Responsibilities

• Provide 24/7 real-time monitoring of critical infrastructure.
• Validate core applications and roadside subsystems for integrity.
• Perform L1/L2 troubleshooting for system issues and escalate as needed.
• Conduct structured handover processes during shift changes.
• Execute controlled change requests and log maintenance data.
• Adhere to compliance and safety protocols.

Skills

VMware technologies

ITIL-based processes

SAP S/4HANA

CRM

Databases

Education

Bachelor’s degree in IT, Computer Engineering, Computer Science, or related field

Job description

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:

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.