Additional Information
Job Number26051156
Job CategorySales & Marketing
Location2 Harbourfront Place #06-08, Singapore, Singapore, Singapore, 098499 VIEW ON MAP
ScheduleFull Time
Located RemotelyN
Position Type Management
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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