Lead Tower Operations Center

5 days ago

Islamabad, Islamabad, Pakistan TAWAL Full time 1,200,000 - 3,600,000 per year

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:

  2. Bachelor's degree (Hons) in Engineering or Computer Science

  3. Master's degree in business administration or equivalent is preferred

  4. Minimum Experience:

  5. 8-10 years

  6. 3 years as Senior Specialist or equivalent role

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

  8. Customer Management

  9. Vendor Management
  10. Conflict Resolution
  11. Decision Making
  12. Problem Solving
  13. General Management Skills

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