Operation Control Center Manager

Objective:

The OCC Manager will oversee the daily activities of the Operation Control Center, which includes managing the help desk operators, IT/OT cybersecurity operators, S&S operators, and UOC operators. Reporting directly to the Operations Manager. He ensures seamless and efficient operational control across all data center functions.

Responsibilities:

• Ensure OCC operations comply with internal policies, ITIL service management practices, ISO 20000/27001 standards, and Tier III–IV data center requirements, while meeting regional regulatory expectations (UAE/).
• Lead and manage day-to-day OCC operations, ensuring seamless coordination across Help Desk, IT/OT Cybersecurity, S&S, and UOC teams.
• Monitor and control mission-critical data center infrastructure, including power distribution, cooling, fire detection/suppression, physical security, and environmental systems to ensure high availability and resilience.
• Manage incident, problem, and escalation processes, ensuring timely response to alarms, alerts, and anomalies, with minimal service impact and downtime.
• Maintain accurate operational logs, incident records, and shift reports in line with audit, compliance, and service reporting requirements.
• Coordinate closely with network, facilities, security teams, and third-party vendors during incidents, maintenance windows, and emergency situations.
• Oversee preventive and corrective maintenance activities, including system testing, capacity planning, and infrastructure health monitoring.
• Proactively analyze system performance, capacity, and trends to identify risks and implement continuous improvement and preventive actions.
• Act as the primary OCC escalation point and interface with the Data Center Manager for operational performance, crisis management, and strategic initiatives.
• Define, track, and report KPIs and SLAs for OCC teams, ensuring service levels, operational targets, and uptime commitments are consistently met.
• Lead crisis and major incident management in alignment with business continuity and disaster recovery frameworks.
• Manage OCC workforce planning, including recruitment, onboarding, training, performance management, and continuous skills development.

Requirements:

• 7-10 years of experience in data center/mission critical facilities operations, with significant leadership roles.
• Bachelor's or Master’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Technical proficiency and extensive experience in understanding data center operations, IT/OT systems, and security protocols.
• Strong leadership and team management skills.
• Effective communication and interpersonal abilities.
• Analytical and problem-solving aptitude.
• Familiarity with industry standards and best practices in data center operations and security.
• Ability to work under pressure and handle crisis situations effectively.
• Strong organizational and multitasking skills.

Good to have:

It would be preferred that the OCC Manager has acquired the below training:

• Business Continuity Management (BCI).
• Crisis Management.
• Project Management.
• Data Center Operation Management.
• Relevant industry certifications such as CDCP, CDCS, CDCE, or Uptime Institute accreditations.

Mid-Senior level

Full-time