L2 Support Engineer – SCATS & Tolling Systems

Overview

Command Post QFZ LLC is seeking experienced L2 Support Engineers to join its team in Doha, Qatar, to maintain essential Intelligent Transportation Systems (ITS) operations. This full-time on-site role supports SCATS and Tolling back-office systems within the Roads Management Centre, operating under a 24/7 rotational shift schedule.

Key Responsibilities

• Deliver Level 2 operational and technical assistance for SCATS and Tolling applications, associated databases, and supporting infrastructure.
• Conduct both preventive and corrective maintenance tasks to ensure optimal system performance.
• Continuously monitor system health, live traffic signal operations, fault occurrences, and transaction processes.
• Identify and resolve issues related to applications, infrastructure components, controllers, and detectors.
• Handle Level 2 incident diagnosis and resolution, escalating complex challenges to Level 3 support, original equipment manufacturers, or specialized teams as necessary.
• Oversee backup processes, verifying their integrity and ensuring appropriate recovery steps are properly executed.
• Maintain accurate configuration management records and assist with controlled patch releases and change management procedures.
• Assure the seamless flow and integrity of tolling transactions from roadside equipment through to back-office and customer service centers.
• Perform detailed shift handovers encompassing system status updates, incident logs, pending tasks, and overall system health.
• Document incidents, service requests, and maintenance actions using enterprise service management systems such as IBM Maximo / EAMS and CRMS.
• Generate comprehensive reports on system availability, SLA adherence, incident management, faults, and key performance indicators.
• Collaborate closely with application vendors, infrastructure teams, and specialist technical support units.

Experience and Qualifications

• Possess a Bachelor's degree in Information Technology, Computer Engineering, Computer Science, or a closely related field.
• Accumulate 5 to 8 years' experience in Level 1 or Level 2 IT/OT operational support, ideally in Intelligent Transportation Systems, traffic management, tolling domains, or other mission-critical 24/7 environments.
• Demonstrate proficient hands-on expertise with VMware technologies including vSphere, vCenter, ESXi, vSAN, and hyper-converged infrastructure such as VxRail.
• Experience in troubleshooting enterprise-grade applications, databases, integration points, and IT infrastructure.
• Familiarity with enterprise platforms like SAP S/4HANA and CRM systems.
• Background in operational technology (OT) or roadside equipment support is highly advantageous.
• Experience managing complex system transitions, including handover and steady-state operations.
• Solid understanding of ITIL frameworks, incident and change management disciplines, and SLA-oriented service operations.

Desired Skills and Attributes

• Exceptional troubleshooting and root cause analysis ability.
• Strong analytical mindset with problem-solving expertise.
• Capable of working efficiently in pressured, high-availability environments.
• Meticulous documentation practices and disciplined shift handover execution.
• Thorough understanding of both application and infrastructure support mechanisms.
• Fluent English communication abilities; Arabic skills considered an asset.
• Committed to upholding operational quality, security protocols, confidentiality, and safety standards.

Work Environment and Additional Information

This is an on-site position based in Doha supporting a critical infrastructure environment. Candidates must be available for 24/7 rotational shifts that include nights, weekends, and Qatar public holidays. Compliance with security clearance, access-control policies, and occupational health and safety regulations is mandatory.