• 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.

• 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

Keolis