Command Center Engineer (Specialized in GPS)

JOB ROLE:

This position is required to manage a team of fleet controllers to perform 24x7 command center duties.

This role shall lead our command center work activities involving monitoring of all 24x7 GPS systems operation, work order management and the proper flow of system alerts, event notifications, traffic violations and reports.

Receiving incoming requests and claims from customer and directing them to coworkers and performing emergency escalation and reporting management.

Coordinating with service provider technical team to perform system inspections, hardware/software installations/emergency repairs and emergency management with an aim to achieve a 100% facility uptime for our data center operations.

             Work requires strong formal conduct of operations skills,                         technical expertise, personal accountability, and flawless                         execution of work activities commensurate with a highly                        critical environment and associated expectations for exceptional              customer satisfaction and confidence.

             ESSENTIAL JOB FUNCTIONS:

Supervise and manage a team of GPS fleet controllers including setting work priorities for staff execution, shift staffing, training, personnel development, and performance reviews.

Ensures that staff are properly trained and qualified for their assigned responsibilities and associated work in a critical environment, including full implementation and strict adherence to our Command Center Policies, Standards and Processes.

Have good understanding of all associated Command Center systems.

Responsible for manning and monitoring of all Command Centre Systems including GPS Tracking System, Shipment Monitoring System, Live Data Logger Temperature Monitoring System, and Fuel Management System.

Responsible for continuously monitoring and surveilling various data sources, systems, and processes and keeping a close eye on GPS real-time information and indicators to maintain situational awareness and identify any potential issues or threats.

Facilitate effective coordination and communication among different stakeholders. Act as a central point of contact and relay information between fleet controllers, fleet planners, operation supervisors, transport managers, and other relevant parties. Ensure that all parties have access to timely and accurate information for effective decision-making and operational coordination.

Generate staffing schedules which are aligned to system violations reporting, call volume, productivity and operational objectives.

Perform routine reporting and analysis of Command Center performance and GPS tracking system performance.

Efficiently utilizes available resources to ensure continuous smooth operation of the command center.

Maintaining Command Center Infrastructure and ensuring all hardware and software components function optimally.

Responsible for ensuring the proper functioning and maintenance of the systems, equipment, hardware and software used in the center. Conduct regular checks, troubleshoot issues, and coordinate repairs or upgrades to maintain operational efficiency.

Training command center personnel, developing standard operating procedures, and documenting protocols. Ensuring that all staff members are well-trained on center operations, data analysis techniques, and emergency response procedures.

Assist and provide coaching to direct reports with day-to-day command center responsibilities, while maintaining effective relationships with our business partners and system providers.

Perform complex reporting and analysis, identify data trends or patterns, KPIs dashboards monitoring and resulting in recommendations for the fleet controllers/operation supervisors for major and minor process improvements.

Proactively identify any potential areas of improvement and propose improved ways of working to the Command Centre Management team.

Motivating self and Team to drive performance.

Ensure quality monitoring auditing processes are in place.

Perform emergency escalation and reporting when systems abnormality occurs through system alarms or notification from customer or technician via phone call.

Manage to ensure customer’s service level agreement are in compliance at all time, the SLA covers such as on-time incident escalation to customer and written CAPA incident report issued within 24 hours provided with system related reports, etc.

All customer incoming work requests shall be attended promptly, raise of work order to respective function team members for execution. Track and issue reminder to ensure work is done on time.

Assist incident investigation and resolution by preparation of data logs and reports downloading from GPS tracking system.

Perform proper handover and takeover of daily duties to next shift coworker by clearly indicating all tasks or work duties to follow-up by next shift coworker. This includes preparing daily 24x7 shift handover report and work order summary.

Manning of service desk and provide good customer service for all customer requests. Attend, track and record of all customer request and feedback either via phone call or email.

Incident escalation to internal staff and customer shall be performed within 15 minutes upon occurrence and issue incident notification to customer. Provide updates to customer on hourly basis or a timing agreeable to customer.

Oversees daily and monthly command center system reports generated by fleet controllers, analyzing them and working with team to boost productivity and address all violations to the responsible supervisors.

Must be willing to operate after office hours and public holiday, 24 x 7 available on-call. Under emergency must return to the Command Centre to conduct and assist in fault investigation.

Education:

Bachelor’s/Masters degree in an appropriate field of study (Preferably in Computer Science, Information Technology or similar fields).

Minimum of 5 year of experience in Information Technology/Data Center/Command Ceneter Management or similar fields.

             Job Location : Sudair Industrial City

Proficient in English through all mediums of communication

Strong working knowledge computer applications and software’s

Knowledge of GPS Tracking System operations and technology

Must have strong computer skills including MS Office (Word, Excel & PowerPoint)

Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available Problem-Solving Skills

Ability to remain calm under pressure.

Excellent client-facing and internal communication skills

Excellent written and verbal communication skills

Solid organizational skills including attention to detail and multitasking skills.

Must have good customer service, relationship building.

Ability to extract, manage and analyze information from different data sources and action any potential concerns.

Design and create reports to fulfill customer requirements.

Ability to work independently, in conjunction with IT and/or service providers and stakeholders.

Conduct Pro-Active Research into potential risks.

Ability to identify innovative solutions with follow up and follow through.

Flexible and adaptable to change