Senior Specialist - CCU Operator

The Senior Specialist - CCU Operator is responsible for monitoring and coordinating real-time city operations from the City Command Unit (CCU). The role supports situational awareness, incident management, operational communications, and service coordination across Qiddiya operational assets to help maintain safe, efficient, and uninterrupted operations. The position serves as a central point for information gathering, incident logging, escalation, and operational reporting while ensuring adherence to approved Standard Operating Procedures (SOPs), policies, and governance requirements.

Operational Monitoring

• Monitor operational systems, dashboards, CCTV/VSS platforms, communication channels, and operational applications.

• Maintain real-time visibility of operational activities, assets, events, and incidents.

• Identify abnormal conditions, operational disruptions, and emerging risks and initiate the required escalation.

Incident Management

• Receive, assess, classify, and log incidents in accordance with approved procedures.

• Coordinate incident response activities with relevant departments and stakeholders.

• Escalate incidents according to approved escalation matrices and track them through to closure.

• Support business continuity and emergency response activities during major events or disruptions.

Operational Coordination

• Liaise with operational teams, contractors, service providers, control rooms, and relevant stakeholders.

• Support cross-functional coordination during routine operations and major incidents.

• Facilitate timely communication and accurate information flow between operational entities.

• Provide the Shift Manager with operational updates, status information, and task follow-up.

Reporting and Documentation

• Maintain accurate shift logs, incident records, service updates, and operational reports.

• Prepare daily, weekly, and ad hoc operational reports as required.

• Conduct structured shift handovers to maintain operational continuity.

• Ensure operational records are complete, traceable, and retained in accordance with requirements.

Compliance and Governance

• Ensure compliance with policies, SOPs, operational playbooks, escalation mechanisms, and regulatory requirements.

• Participate in operational readiness reviews, daily briefings, drills, and exercises.

• Maintain operational discipline and process compliance throughout all shifts.

Continuous Improvement

• Analyze operational information and identify opportunities to improve workflows, reporting, and service performance.

• Contribute to lessons learned reviews and post-incident analysis.

• Support the development and enhancement of procedures, playbooks, and work instructions.

• Track key operational KPIs and raise alerts when approved thresholds are breached.

Team Support and Knowledge Sharing

• Guide and support junior CCU Operators in the execution of operational duties.

• Support onboarding, coaching, and knowledge transfer on CCU systems and emergency response protocols.

• Promote a culture of safety, collaboration, accountability, and operational excellence.

Bachelor's degree in Operations Management, Emergency Management, Engineering, Information Technology, Logistics, Security Management, or a related discipline.

Relevant professional certifications in incident management, emergency management, command and control operations, or business continuity are advantageous.

Minimum of 3 years of experience in a control room, command and control centre, operations centre, emergency operations centre, airport operations control centre, smart city operations environment, or a related field.

Experience working in a 24/7, shift-based operational environment.

Experience in real-time monitoring, incident logging, operational coordination, and stakeholder communication.

Experience in entertainment, events, transport, facilities, public safety, or other complex operational environments is advantageous