Lead Tower Operations Center & Analytics

MAIN ACCOUNTABILITIES

• Ensure updated policies, procedures, and guidelines for TOC operations, incident management, and customer support.
• Oversee day-to-day TOC operations, ensuring proactive monitoring, timely incident escalation, and SLA/OLA compliance.
• Guide the team to design dashboards, tools, and systems that enhance monitoring capabilities and support automation-driven, touch-free operations.
• Manage response to major incidents, ensuring analysis, decision-making, and execution align with business continuity and operational guidelines.
• Oversee resource allocation and dispatching in coordination with field management and TOC guidelines.
• Approve and categorize access, work, and change requests; notify customers and third parties where service impact is expected.
• Oversee energy monitoring systems to ensure accurate reporting of consumption, DG utilization, solar integration, and fuel management.
• Monitor energy efficiency initiatives and drive automation to reduce operational costs and environmental impact.
• Oversee reconciliation of operational KPIs with customers, ensuring timely reporting and transparency.
• Collate, validate, and analyse operational data to support accurate invoicing, dispute resolution, and adherence to contractual KPIs.
• Provide regular operational KPI reports to local and group management with actionable insights.
• Ensure compliance of all O&M support functions with policies, contracts, and regulatory requirements.
• Interface with vendors, MSPs, and customers to resolve operational issues and continuously enhance service delivery.
• Drive digitization and automation initiatives across all aspects of operations,
• Support planning teams in trials of new products, tools, and systems by providing operational governance and technical expertise.
• Lead end-to-end RFPs for onboarding suppliers in the O&M domain, including outsourced FLM services and Monitoring & Analytics platforms.
• Lead and coordinate the O&M team during internal and external audits to ensure compliance and operational excellence.
• Promote continuous improvement and adoption of best practices across O&M.

MANAGERIAL ACCOUNTABILITIES

• Cascade TAWAL PK’s strategic and business plans into functional goals across TOC, Energy Management, Spare Parts & Repair, PM, and Customer Reconciliation governance.
• Provide input into financial budgeting by identifying cost optimization opportunities in energy, spares, PM, and operational processes.
• Lead, coach, and develop employees across the governance functions, ensuring performance excellence and achievement of KPIs.
• Ensure process compliance and operational efficiency across all governance areas, driving automation and innovation.
• Act as the escalation point for critical operational and governance issues, ensuring timely resolution and stakeholder alignment.
• Undertake any additional responsibilities assigned by Management.

JOB REQUIREMENTS

1. Minimum Qualifications:

• Bachelor’s degree (Hons) in Engineering or Computer Science
• Master’s degree in business administration or equivalent is preferred

1. Minimum Experience:

• 8-10 years
• 3 years as Senior Specialist or equivalent role

1. Functional Expertise (Knowledge, Skills & Abilities):

• Customer Management
• Vendor Management
• Conflict Resolution
• Decision Making
• Problem Solving
• General Management Skills