JOB PURPOSE: 

The Duty Chief OCC Controller is responsible for overseeing and managing all operational activities within the Operations Control Center (OCC) during assigned shifts to ensure the safe, reliable, and efficient movement of trains. The role provides operational leadership to OCC personnel, coordinates real-time responses to incidents and service disruptions, and ensures effective communication with maintenance teams, field staff, emergency services, and external stakeholders.

Acting as the designated Silver Commander during operational incidents, the Duty Chief OCC Controller plays a key role in emergency response, service recovery, and traction power management while ensuring compliance with operational procedures, safety regulations, and service performance standards. The position also supports operational reporting, team development, and continuous improvement initiatives to maintain high standards of operational control and customer service.

RESPONSIBILITIES/DUTIES 

Shift Operations Management

• Manage and oversee all OCC activities during assigned shifts to ensure safe, punctual, and efficient train operations.

• Supervise OCC controllers and operational field staff, ensuring effective task allocation and adherence to operational procedures and standards.

• Ensure proper shift handovers are conducted, with all operational activities accurately communicated, logged, and reported.

• Monitor staff performance during shifts and escalate operational or behavioral concerns to the OCC Manager when required.

Incident&  Emergency Response

• Serve as the Silver Commander during incidents and emergencies, leading operational response activities and coordinating escalation procedures.

• Manage service recovery actions to restore normal operations safely and efficiently following disruptions.

• Coordinate with emergency services, including police, fire brigade, medical teams, and external authorities when necessary.

• Ensure all incidents, actions taken, and operational impacts are accurately recorded and reported to management.

Service Performance & Operational Control

• Monitor real-time train operations to maintain service reliability and achieve contractual and internal KPIs.

• Implement operational regulation measures to minimize delays and service disruptions.

• Coordinate with maintenance teams to ensure the availability and readiness of the required train fleet.

• Oversee traction power operations during both normal and degraded operational conditions.

Maintenance & Engineering Coordination

• Review and authorize track access and Permit-to-Work (PTW) requests for engineering and maintenance activities.

• Coordinate and supervise planned and corrective maintenance activities during non-revenue service hours.

• Manage depot and power network configurations to support maintenance activities while ensuring operational readiness for service commencement.

Communication & Information Management

• Provide timely and accurate operational updates to the Customer Service Information Officer for passenger announcements.

• Communicate operational instructions, incidents, maintenance activities, and service updates to OCC personnel and field teams.

• Ensure all OCC staff remain informed of current operational notices, safety alerts, and service updates.

Reporting & Regulatory Compliance

• Prepare and submit operational shift reports, incident reports, and service performance summaries to management.

• Maintain accurate operational logbooks documenting key events, operational deviations, and communications.

• Ensure compliance with Standard Operating Procedures (SOPs), operational regulations, and safety requirements at all times.

Team Leadership & Development

• Support the training, coaching, and development of OCC Controllers and newly assigned staff.

• Participate in Competence Management System (CMS) assessments, evaluations, and competency monitoring activities.

• Manage and supervise assigned groups or batches of OCC Controllers when required.

• Carry out any additional tasks or responsibilities assigned by the OCC Manager.

Safety Responsibilities

• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as

required within the job role.

• Comply with the requirements of RDMC RQHSE Policy and Safety Management System.

• Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility.

• All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS: 

• Bachelor’s degree in Engineering, preferably in Electrical or Mechatronics.

• Excellent command of the English language, both written and spoken.

KNOWLEDGE: 

• In-depth understanding of railway technical concepts and terminology.

• Strong awareness and application of public safety standards.

• Proven ability to design and deliver technical training programs.

• Comprehensive knowledge of signaling systems, including ATS, ATC, and CBTC technologies.

EXPERIENCE: 

• 5 - 7 years of relevant experience, ideally within the railway, metro, or transportation sector.

• Hands-on experience with railway operations and signaling systems. 

DESIRED BEHAVIORS & EXPERIENCES

• Accountability: Takes full ownership of the shift’s operational outcomes, ensuring all decisions prioritize safety, service quality, and passenger satisfaction.

• Leadership Under Pressure: Demonstrates calm, decisive leadership during incidents and emergencies, guiding teams efficiently and maintaining operational control.

• Communication: Maintains clear, timely, and professional communication with internal teams, external authorities, and the public during both routine and critical situations.

• Situational Awareness: Continuously monitors service performance and responds proactively to changes, delays, or abnormal conditions with effective mitigation strategies.

• Collaboration: Works effectively with OCC controllers, field staff, maintenance teams, and customer service to ensure coordinated and consistent service delivery.

• Regulatory Compliance: Adheres strictly to Standard Operating Procedures (SOPs), safety protocols, and regulatory requirements at all times.

• Decision Making: Makes informed, prompt decisions during operational disruptions, always aiming to minimize service impact and uphold safety.

• Attention to Detail: Maintains accurate records of incidents, shift activities, and operational performance, contributing to continuous improvement and compliance tracking.

• Service Orientation: Prioritizes the passenger experience by ensuring punctuality, clarity of information, and efficient recovery during degraded modes.

• Professionalism: Represents the OCC team with integrity, discipline, and a focus on operational excellence during all interactions.