ITS Applications Support Engineer – L1/L2

Job Title: L1 & L2 Applications & Database 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 Applications & Database Support Engineer is primarily responsible for operational support of enterprise applications and databases supporting OMNIA and Tolling BackOffice Systems, with secondary responsibility for infrastructure support. The role is critical in ensuring seamless transaction processing, structured system takeover, and stable 24/7 operations.

Key Responsibilities (App/DBweighted, minimal changes)

• Provide 24/7 operational monitoring and support of applications and databases, including:
  SAP S/4HANA, CRM, Tolling BackOffice Systems, databases, file servers, and application interfaces.
• Monitor and validate endtoend transaction integrity from RSE gantries through backoffice systems and CSC visibility.
• Perform L1/L2 troubleshooting of application and database incidents, escalating to application vendors or Level3 teams as required.
• Support basic infrastructure operations (VMware platforms, servers, storage) to maintain application availability.
• Participate in formal application/system handover and takeover activities, ensuring accurate transfer of system state, queues, incidents, and pending actions.
• Implement approved application and configuration changes under controlled Change Management procedures.
• Record incidents, service requests, and changes in EAMS (IBM Maximo), CRMS, and designated systems.
• Ensure compliance with SLA/KPI requirements, PTW, security, and Health & Safety standards.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or related field.
• 3–5 years of experience in application and database L1/L2 support, preferably in tolling, ITS, or 24/7 critical operations.
• Strong experience supporting enterprise applications, databases, and transactionbased systems.
• Working knowledge of VMware infrastructure and enterprise IT platforms.

Key Skills

• Strong application and database troubleshooting skills
• Understanding of endtoend system operations and transaction flows
• Ability to support infrastructure when required
• ITILbased incident, change, and service management exposure
• Clear documentation and shift handover skills