Senior Specialist - CCU Operator

Role Overview

Operational Monitoring

• Monitor operational systems, dashboards, CCTV/VSS platforms, communication channels, and operational applications.
• Maintain real-time visibility of operational activities, assets, events, and incidents.
• Identify abnormal conditions, operational disruptions, and emerging risks and initiate required escalation.

Incident Management

• Receive, assess, classify, and log incidents in accordance with approved procedures.
• Coordinate incident response activities with relevant departments and stakeholders.
• Escalate incidents according to approved escalation matrices and track them through closure.
• Support business continuity and emergency response during major events or disruptions.

Operational Coordination

• Liaise with operational teams, contractors, service providers, control rooms, and relevant stakeholders.
• Support cross-functional coordination during routine operations and major incidents.
• Provide the Shift Manager with operational updates, status information, and task follow-up.

Reporting and Documentation

• Maintain accurate shift logs, incident records, service updates, and operational reports.
• Prepare daily, weekly, and ad hoc operational reports as required.
• Conduct structured shift handovers to maintain operational continuity.
• Ensure operational records are complete, traceable, and retained in accordance with requirements.

Compliance and Improvement

• Ensure compliance with policies, SOPs, operational playbooks, escalation mechanisms, and regulatory requirements.
• Participate in operational readiness reviews, daily briefings, drills, and exercises.
• Analyze operational information, track KPIs, and contribute to lessons learned and post-incident analysis.
• Support the development and enhancement of procedures, playbooks, and work instructions.

Team Support

• Guide and support junior CCU Operators in executing operational duties.
• Support onboarding, coaching, and knowledge transfer on CCU systems and emergency response protocols.

Requirements

• Bachelor's degree in Operations Management, Emergency Management, Engineering, Information Technology, Logistics, Security Management, or a related discipline.
• At least 3 years of experience in a control room, command and control centre, operations centre, emergency operations centre, airport operations control centre, smart city operations environment, or related field.
• Experience working in a 24/7, shift-based operational environment.
• Experience in real-time monitoring, incident logging, operational coordination, and stakeholder communication.
• Relevant professional certifications are advantageous.
• Experience in entertainment, events, transport, facilities, public safety, or other complex operational environments is advantageous.