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. Job descriptionSubject-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. #J-18808-Ljbffr
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