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The Role
Provides Level-3 technical ownership and advanced support for airport passenger-processing and biometric systems. Performs system, application, and infrastructure diagnostics; leads root-cause analysis and permanent fixes; manages OEM support cases, configuration, firmware, software maintenance, upgrades, and preventive monitoring. Maintains technical documentation, mentors Level-2 staff, advises the Change Advisory Board, and supports peak-period device performance. Requires manufacturer product certification, ITIL Foundation, five or more years of hands-on experience, and a valid airport security pass.
Summary Generated by Built In
Subject-matter expert and Level-3 support for the passenger-processing and biometric systems — common-use (CUTE) check-in and gates, self bag-drop and self-boarding, kiosks, flight-information displays and biometric Fast Pass. Owns the deep technical health of the system, resolves what
Level-2 cannot, and drives out root causes.
Key responsibilities
- Provide advanced diagnostics at system, application and infrastructure level for the system.
- Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
- Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
- Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
- Own the preventive-maintenance procedures and predictive monitoring for the system.
- Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
- Provide technical assessment to the Change Advisory Board for changes to the system.
- Support peak-period device performance in close coordination with the TOC; manage hot-swap of readers, printers, scanners and gate components.
Requirements
Qualifications & certifications
- Manufacturer training/certification on SITA / NEC / IDEMIA / Thales passenger-processing and biometric products; common-use (CUTE) experience.
- ITIL Foundation.
Experience: 5 or more years hands-on with the specific system in a comparable environment.
Competencies
- Deep product knowledge.
- Diagnostic and root-cause skill.
- OEM liaison.
- Documentation and mentoring.
Key performance indicators
- Advanced-incident resolution within SLA.
- RCA delivered within timeline.
- Repeat-incident reduction.
- Certification currency.
Working conditions & compliance: Holds a valid MOI airport security pass. Compliance with MATAR HSE and cyber policies; use of the Enterprise Time & Attendance System (ETAS); use of MATAR-authorised devices only.
Skills Required
- Manufacturer training or certification on SITA, NEC, IDEMIA, or Thales passenger-processing and biometric products
- Common-use terminal equipment (CUTE) experience
- ITIL Foundation certification
- Five or more years of hands-on experience with the specific system in a comparable environment
- Valid MOI airport security pass
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The Company
What We Do
Madre Integrated Engineering is a multinational triangular employment and outsourcing corporation headquartered in Qatar, specializing in providing global talent for projects and offering facility management solutions.
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