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- Conduct thorough analysis of performance/fault response data, identifying trends, patterns, and areas for improvement in existing processes and procedures.
- Line management of the Fault Controllers and First Line Response Teams.
- Lead Infrastructure Access Controllers and Engineering Controllers, operationally.
- Ensure FC/FLRT/IAC/EC resources are rostered effectively to meet business needs.
- Manage the competency of all direct reports, ensuring that all CMS cycles are up to date and unannounced checks are completed for technical and non-technical skills.
- Chair and lead production meetings, hot de-briefs, and reviews.
- Support the ICC Duty Manager to ensure the prompt response tactics are performed during events/incidents in order to mitigate the effect of any disruption to the service.
- Develop and train the ICC staff in emergency response tactics in accordance with work instructions and procedures.
- Notify the ICC Manager of any incident/emergency situations that require the activation of crisis management team.
- Perform shift and emergency duties when required.
- Conduct 'shift by shift' reviews and provide data for the ICC Manager.
- Ensure that end of shift reports are collated, checked and submitted to concerned parties.
- Set examples to all staff, displaying a professional and positive attitude, and following all rules and procedures.
- Pro-actively identify areas for continuous improvement.
- Recruitment as delegated by ICC Manager/Head of Maintenance.
- Maintain a thorough understanding of department targets.
- Mentor and develop team members as part of succession planning.
- Manage the deployment, performance and duty allocations of ICC staff.
- Lead, motivate and encourage the team, fostering a 'one team' ethos between the Operations and Engineering & Maintenance departments.
- Work alongside the OCC Duty Manager to meet all KPI's related to Operations and Engineering eg. MDD avoidance, P1/P2/P3/P4 Response.
- Review ICC working practices to identify inefficiencies and then recommend areas for improvement.
- Collaborate with cross-functional teams to gather data from various sources, ensuring data accuracy and completeness for informed decision-making.
- Proactively identify process inefficiencies and bottlenecks through data analysis, proposing effective solutions to enhance operational effectiveness.
- Utilize analytical techniques and data modelling to forecast future performance trends, assisting in the formulation of strategic and tactical business plans.
- Work closely with the ICC Manager/Fault Controllers to understand the specific needs and challenges of the ICC, and provide data-driven recommendations for process improvements.
- Prepare and deliver presentations to share findings and recommendations with key stakeholders, including senior management, highlighting potential benefits and risks associated with suggested changes.
- Monitor the implementation of suggested changes for ECC/OCC merger, tracking their impact on performance metrics and adjusting strategies as needed.
- Stay updated with industry trends and best practices in data analysis, performance management, and process improvement, continuously seeking opportunities for innovation.
- Act as a change agent, facilitating communication and training initiatives to ensure smooth adoption of recommended process and procedural changes.
- Document all analyses, recommendations, and outcomes for future reference and transparency.
- Perform On-Call duties if requested by ICC Manager/Head of Maintenance.
- Proficient in spoken and written English.
- Proven delivery capability in a supervisory or managerial capacity, in a dynamic and challenging Control Centre environment.
- Highly motivated and flexible.
- Confident, data-driven, and decisive when under pressure in a time-sensitive environment and able to respond quickly and effectively to unanticipated high workloads, events and emergencies.
- A well-developed technical and operational understanding of GOA4 Metro systems.
- A sound understanding of Maintenance Management Systems.
- Recent Thales SelTrac system experience.
- Attentive to details and able to multitask.
- Good interpersonal and communications skills at all levels.
- Excellent numerical and PC skills including the use of MS Excel.
- Good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
- Ideally a degree holder or holding a diploma of post-secondary education in a related discipline.
Network Resilience Manager - Dubai, United Arab Emirates - Keolis
Description
ROLES AND RESPONSIBILITIES
KEY SKILLS REQUIRED
EDUCATION QUALIFICATION