L1 & L2 Support Engineer – OMNIA & Tolling Systems

About the role

The L1 & L2 Support Engineer provides first‑ and second‑level operational and technical support for the OMNIA Traffic Management System and associated Tolling Back‑Office applications. Working 24/7, the engineer ensures system availability, performance, and transaction integrity in line with SLA and KPI commitments.

Key responsibilities

• Monitor HCI/VxRail clusters, ESXi hosts, vCenter Server, vMotion, vSAN, physical servers, storage (Data Domain), RSE cabinets, workstations and printers around the clock.
• Validate core applications such as SAP S/4HANA, CRM, Convergence Charging, databases and file servers, as well as RSE subsystems (AVDC detection, VES/VAS cameras, gantry controllers).
• Maintain end‑to‑end transaction flow from roadside equipment through back‑office processing to the Customer Service Centre.
• Perform formal handover/takeover of OMNIA and Tolling systems during shift changes.
• Troubleshoot and resolve Level 1 and Level 2 incidents; escalate complex issues to Level 3, OEMs or specialist teams.
• Manage change requests, obtain approvals, execute changes, and document activities in IBM Maximo (EAMS) and CRMS.
• Log incidents, service requests and performance data; generate reports on availability, service levels and KPI compliance.

Required profile

• Experience with OMNIA traffic management or similar tolling platforms.
• Ability to work in a 24/7 operational environment and follow strict change‑management and safety procedures.
• Strong analytical skills for incident diagnosis and transaction flow verification.

Required skills

• VMware ESXi, vCenter Server, vMotion, vSAN
• HCI/VxRail cluster administration
• Data Domain storage management
• SAP S/4HANA
• CRM and Convergence Charging applications
• Database and file‑server administration
• AVDC detection, VES/VAS camera systems, gantry controller interfaces
• IBM Maximo (EAMS) and CRMS incident management tools