L1 & L2 Infrastructure Support Engineer

Job Title: L1 & L2 Infrastructure Support Engineer

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

Reports To: JV Infrastructure Manager

Location & Shift:

• Doha, Qatar – Onsite (RMC / Control Rooms).
• Fulltime, rotational 24/7 shiftbased role including weekends and public holidays.

Job Summary:

The L1 & L2 Infrastructure Support Engineer is primarily responsible for infrastructure operations and availability supporting the OMNIA Traffic Management System and Tolling BackOffice Systems. The role also includes secondary responsibility for application and database support, ensuring effective endtoend system operations, structured system takeover, and compliance with SLAs and KPIs.

Key Responsibilities (Infraweighted, minimal changes):

• Provide continuous 24/7 realtime monitoring and support of infrastructure platforms, including:
  HCI/VxRail clusters, ESXi hosts, vCenter, vMotion, vSAN, physical servers, storage (including Data Domain), RSE cabinets, CSC workstations, OM laptops, and printers.
• Perform L1/L2 troubleshooting for infrastructure incidents, coordinating with Level3/OEM teams when required.
• Support basic operations of core applications and databases (SAP S/4HANA, CRM, Tolling BackOffice, file servers) to ensure service continuity.
• Ensure availability of infrastructure supporting endtoend transaction flows from Roadside Equipment (RSE) to backoffice systems.
• Participate in formal system handover/takeover activities, ensuring accurate transfer of infrastructure status, incidents, alarms, and pending actions.
• Execute controlled infrastructure changes in line with approved Change Management Procedures (RFC, CAB, UAT, rollback).
• Log incidents, changes, and maintenance activities in EAMS (IBM Maximo), CRMS, and relevant enterprise systems.
• Adhere to PermittoWork (PTW), Health & Safety, and security clearance requirements at all times.

Qualifications & Experience:

• Bachelor’s degree in IT, Computer Engineering, Computer Science, or related field.
• 3–5 years of experience in infrastructureheavy L1/L2 operations, preferably in 24/7 missioncritical or ITS environments.
• Strong handson experience with:
  VMware (vSphere, ESXi, vCenter, vSAN), HCI/VxRail, servers, storage, and enterprise IT infrastructure.
• Working knowledge of enterprise applications and databases for operational support.

Key Skills:

• Strong infrastructure troubleshooting and diagnostic skills
• Ability to support applications when required
• Experience in structured system takeover and operational handover
• ITILbased incident and change management exposure
• Excellent communication and documentation skills