Lead Tower Operations Center & Analytics

MAIN ACCOUNTABILITIESEnsure 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 ACCOUNTABILITIESCascade 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 REQUIREMENTSMinimum Qualifications:Bachelor’s degree (Hons) in Engineering or Computer ScienceMaster’s degree in business administration or equivalent is preferredMinimum Experience:8-10 years3 years as Senior Specialist or equivalent roleFunctional Expertise (Knowledge, Skills & Abilities):Customer ManagementVendor ManagementConflict ResolutionDecision MakingProblem SolvingGeneral Management Skills