Passenger Processing & Biometric Systems Engineer
Posted
Summary
On-site Level-3 support engineer and subject-matter expert in Doha maintaining airport passenger-processing and biometric systems (CUTE check-in, gates, self bag-drop/boarding, kiosks, FIDS, biometric Fast Pass). The role handles advanced diagnostics, root-cause analysis, OEM vendor cases, firmware/software upkeep, and preventive maintenance across SITA/NEC/IDEMIA/Thales equipment.
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.
