Summary
Mannai Corporation is hiring an L1 and L2 Support Engineer for its Mannai Technologies business unit in Doha, Qatar. The role provides 24/7 operational and technical support for the OMNIA Traffic Management System, tolling back-office systems, infrastructure, applications, and transaction flows. Duties include monitoring systems, troubleshooting incidents, escalating complex issues, managing shift handovers and controlled changes, and recording activity in EAMS (IBM Maximo) and CRMS. Applicants need a relevant bachelor’s degree, 3–5 years of IT/OT operations support experience, and hands-on VMware experience; English fluency is required and Arabic is a plus.
The posting
As published on mannai.com. Pulled from the employer's site and shown as they wrote it.
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.