DURATION: September 2026 – November 2027
LOCATION: Singapore
JOB SUMMARY
The Command
Center Technical Lead is responsible for leading shift operations within
the Command Center to ensure stable, efficient, and timely operational
decision-making. Working on a shift rotation basis (including overnight
and weekend coverage), this role oversees real-time monitoring, incident triage,
escalation management, and communications to support properties across
the region and ensure leadership has clear, accurate situational
awareness.
Key Responsibilities
- Provide operational oversight
of the Command Center during assigned shifts, ensuring adherence to standard
operating procedures and service expectations. - Assist in, coordinate,
and document operational decisions required within the Command Center, ensuring
timely follow-through and stakeholder alignment. - Monitor property
issues and incidents; escalate to required internal teams and external vendors
as appropriate, and drive issues through to resolution with clear ownership,
timelines, and updates. - Manage and direct Command Center staff during
your shift, including task assignment, prioritization, coaching, and escalation
support. - Ensure scheduled global check-in calls occur on time (every 3
hours), including preparation of talking points, attendance tracking,
and capturing actions/decisions. - Prepare, maintain, and monitor
“Mission Control” dashboards, proactively investigating and reacting
to anomalies or adverse trends in reporting. - Prepare and distribute
a centralized operational report-out every 3 hours to APEC leadership,
highlighting current status, incidents, risks, mitigations, and required
decisions. - Maintain accurate shift handover notes and ensure a smooth
transition between shifts, including open incidents, vendor engagements,
and pending actions. - Promote continuous improvement by identifying
recurring issues, documenting lessons learned, and recommending process,
tooling, or monitoring enhancements.
Qualifications
and Experience
- 5+ years’ experience in IT operations, service
management, NOC/command center operations, or technical operations leadership
in a 24x7 environment. - Demonstrated experience leading on-shift teams
and coordinating incident response, escalation, and resolution.
- Experience working with vendors and third parties, including escalation
management and resolution tracking. - Strong understanding of monitoring
concepts (dashboards, alerting, KPIs/SLAs) and structured
troubleshooting/triage. - Familiarity with ITIL/ITSM processes (incident,
problem, change) and ticketing tools (e.g., ServiceNow, Jira) preferred.
- Excellent written and verbal communication skills, with experience reporting
to leadership and running operational calls.
Key Skills
and Competencies
- Strong operational leadership and calm
decision-making under pressure. - Clear, concise stakeholder
communications; able to translate technical details into executive-ready
updates. - High attention to detail with disciplined documentation
and handover practices. - Ability to prioritize effectively in
a fast-paced, multi-incident environment. - Data-driven mindset; able
to interpret dashboards, identify anomalies, and take appropriate corrective
action. - Collaborative approach across time zones and global
teams.
Working Conditions
This position operates on a shift
rotation basis and will include overnight, weekend, and holiday coverage
as required. The Command Center Technical Lead is expected to be available
for time-critical escalations during their shift, and to participate
in structured shift handovers to maintain continuous 24x7 operational
coverage.
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