Chief Supervisor - Enterprise Command & Control Center Operations

Job Description

JOB PURPOSE

The role aims to effectively supervise the daily operational processes at the EC3 to monitor and govern the operations of the RTA OCCs, as well as the actions taken by them. This ensures the continuity of the Road and Transportation network’s efficient functioning and achieves integration across systems and procedures among various OCCs. Additionally, the role involves providing support during emergencies and crises, ensuring effective coordination with internal and external stakeholders, and developing work methods and procedures to align with RTA’s vision.

Key Results Accountabilities

• Participate in planning readiness exercises and take the necessary actions to implement them once approved, ensuring coordination with all relevant internal and external stakeholders. Record the exercises in the Enterprise Communication and Control System (EMMS C2) and the centralized communication platform (Citadel), and submit final reports using the Archer system
• Ensuring prompt follow-up on responses to all incoming calls from internal or external partners without delays, handling emergency calls, and taking appropriate actions for any planned or unplanned events in line with operational procedures, while maintaining effective coordination with RTA OCCs, such as the Traffic and Roads Control Center, Bus Control Center, Metro Control Center, Tram Control Center, Marine Transport Control Center, Smart Monitoring Control Centers, and others. This includes coordinating or escalating issues with internal stakeholders like top management, crisis and emergency teams, and providing immediate solutions in case of communication challenges between the EC3 and other entities, such as security and monitoring operations, maintenance teams, and customer service operations. Additionally, ensuring coordination with external stakeholders, including Dubai Police, ambulance services, Civil Defense, Dubai Municipality, and others, to guarantee seamless collaboration and effective response to all situations
• Activate backup OCCs upon request, in accordance with approved work procedures and in coordination with the OCCs & technical support team, while keeping relevant stakeholders informed of updates, and leveraging all capabilities/enablers to ensure successful implementation within the specified timeline
• Participate in updating Contingency Plans and activating them based on approved scenarios, ensuring coordination with all internal and external stakeholders, and submitting relevant report
• Inspect the readiness of all devices, equipment, and technical systems in the EC3 across all rooms, including but not limited to the Main Control Room, Command Rooms (Silver/Gold), the Joint Room for managing weather conditions, and backup OCCs. The inspection involves conducting trial operations to test the readiness of devices, equipment, and technical systems. Prepare periodic reports and submit them to the relevant stakeholders in accordance with approved work procedures
• Monitor the governance of event management operations within the RTA and the actions taken by OCCs, comparing them against their prepared operational plans. Document all observations using the EC3 systems in accordance with approved work procedures and processes
• Activate the Video Wall using the (ActivU) system and design the display layout as directed by the Operations Specialist. Configure the wall to display real-time GIS maps for multimodal transportation, digital dashboards, CCTV feeds, social media platforms, weather updates, and other relevant content, in accordance with approved work procedure
• Submit technical maintenance requests for malfunctions in devices, equipment, and systems to the technical support team, providing a detailed explanation of the issue along with necessary attachments. Follow up on the closure of these requests to ensure 100% resolution of the malfunctions and submit updates to the Operations Specialist in accordance with approved work procedures
• Supervise daily operations in the Main Control Room during shifts, ensuring all activities are performed efficiently and in compliance with approved procedures. Provide support and guidance to the Senior Supervisor/Chief Operator/Senior Operator, and other team members, while ensuring adequate staffing levels. Additionally, prepare and submit daily shift reports to the Operations Specialist in alignment with established work procedures
• Monitor the performance of technical systems associated with the EC3, including but not limited to GIS, EMMS C2, IMMCS, Power BI, dashboards, and others. Submit daily readiness reports at end of shift in accordance with approved work procedure
• Ensure wo follow up all notifications received through the Enterprise Communication and Control System (EMMS C2) and verify them using the available technical tools in the EC3, such as real-time GIS maps for multimodal transportation, CCTV cameras, specialized data display dashboards, phone calls, and other resources. Ensure notifications are recorded accurately and closed in accordance with approved work procedures and submit relevant report
• Supervise the monitoring and governance of OCCs and their responses during incidents using the EC3 systems linked to the RTA's OCCs. Ensure adherence to operational/service level agreements, and verify that all new incidents are recorded using the centralized communication platform (Citadel) and the Enterprise Communication and Control System (EMMS C2). Additionally, follow up on incident closures in compliance with approved work procedures
• Prepare, review & ensure the accuracy of daily reports, including but not limited to the Daily Incident Report (DIR), Daily Performance Report (DPR), and Peak Period reports. Correct any errors identified and share the reports with relevant stakeholders according to the approved distribution list
• Activate the leadership rooms (Silver/Gold) and the joint room for managing weather conditions upon receiving directives from the relevant teams, in accordance with approved work procedures and in coordination with the technical support team, and being present in the rooms to provide the necessary support for top management and decision-makers. assign Chief/Senior operator during the shift to support room operations, confirm the availability of all necessary resources, and submit final reports to the Operations Specialist using the Archer system
• Coordinate with the emergency and crisis teams within the RTA during incidents requiring escalation, in accordance with established protocols and work procedures. Ensure all relevant stakeholders are accurately informed of updates, and receive directives from authorized personnel for escalation to crisis level when necessary
• Work on a 24/7 shift system throughout the week, including night shifts, weekends, and public holidays, to ensure continuous supervision of operational activities
• Participate in updating the documents used in the Section, including but not limited to templates, approved work procedures, operational/service level agreements, policies, and more
• Execute additional duties as assigned by the direct line manager or the Department Director
• Develop technical training programs and knowledge transfer sessions for Senior Supervisor/Chief Operator/ Senior Operator, covering approved work procedures, operations, systems used, the integrated communication protocol for OCCs, and other relevant topics. The programs should include the training scope, key focus areas, proposed timeframe, and more, and to be submitted to the Operations Specialist for approval. Implement the programs as directed, document them, and measure their impact in accordance with approved work procedure
• Ensure the accuracy when prepare/follow up predictive statistical analyses of weather conditions and the number of taxi passengers around Dubai airports based on historical data and available information. Submit the findings to the Operations Specialist and take the necessary actions to address the situation in accordance with approved work procedures
• Monitor and analyze the performance of the Road and Transportation network, preparing periodic reports that include capacity, service demand, service disruptions, and other relevant metrics. Submit these reports to the Operations Specialist in accordance with approved work procedures and propose necessary improvements to enhance performance and increase customer satisfaction
• Provide technical analyses of the available systems and prepare reports on Use Cases based on business needs to enhance system capabilities, improve productivity, and support both the governance of OCCs and event management operations within the RTA. Submit these reports to the Operations Specialist for review and evaluation, paving the way for approval by the direct manager and implementation in coordination with the technical support
• Ensuring the monitoring of operational performance during the shift, including the performance of individuals and systems, ensuring shift discipline such as attendance, departure, task completion, and more. Additionally, providing necessary advice when needed and addressing any challenges encountered during work while maintaining a calm and productive work environment
• Monitor CCTV cameras to identify any violations or security incidents that could harm the RTA's reputation or pose risks to public health and safety. Coordinate with Security and Monitoring Operations, the relevant OCC, and other specialized teams to address the incident using optimal methods, escalating when necessary. Submit reports to the responsible officials in accordance with approved work procedures
• Supervise the uploading and archiving of reports and data on the shared folder during shifts, ensuring the correct classification of all files in accordance with approved work procedures
• Monitor and achieve key performance indicators (KPIs) for operations, identify potential areas for improvement, and ensure operational excellence during all shifts
  
  

Qualifications

Education

# Diploma/Bachelor’s degree in Business Administration or equivalent from a recognized university. For Bachelor’s degree holders: 2 years minimum practical experience in operational control centers In a supervisory position or any similar work environment For Diploma degree holders: 8 years minimum practical experience in operational control centers In a supervisory position or any similar work environment

Job Category

Administration

Advertiser

Roads and Transport Authority

Department

Enterprise Command & Control

Educational-level

Bachelor

Required Nationality

UAE Only

Monthly Salary

Unspecified

Schedule-Time

Full time

Job Posting

04/11/2025

Unposting Date

05/12/2025