Passenger Processing & Biometric Systems Engineer

Madre Integrated Engineering | Full time

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.

Qualifications & certifications

• Manufacturer training/certification on SITA / NEC / IDEMIA / Thales passenger-processing and biometric products; common-use (CUTE) experience.
• ITIL Foundation.

• Deep product knowledge.
• Diagnostic and root-cause skill.
• Documentation and mentoring.

• Advanced-incident resolution within SLA.
• RCA delivered within timeline.
• Certification currency.