• Assign field actions (work sheets, outages, routines, etc.) to specific teams for resolution.
• Dispatch field engineers based on specific action items (references, tasks).
• Track outage/actions progress to ensure SLA adherence.
• Ensure escalations align with the escalation matrix.
• Provide support to technicians as needed.
• Establish and maintain general filing systems.
• Answer incoming calls and transfer, redirect, or take messages based on the call’s origin and purpose.
• Handle general NOC requests.
• Track, trace, and update all NOC tickets and liaise with all stakeholders via: internet, SMS, voice per NOC operations instructions.
• Open and sort emails, SMS, maintenance tickets.
• Produce weekly and monthly performance reports.
• Maintain confidentiality at all times on all matters.
• Demonstrate essential organizational knowledge.
• Understand the responsibilities of other departments and cooperate with them.
• Access and utilize work order software and stay updated on upgrades.
• Maintain accurate escalation and contact details for all management and field technicians.
• Report on all maintenance actions.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Ensure strict adherence to company health, safety, and quality standards at all times.
• Report and document any incidents or accidents and record them with the HSE manager.
• Follow safety instructions and hazardous guidelines before starting work.
• Maintain a clean and safe working environment.

SUPERVISORY RESPONSIBILITIES

• Monitor PM (Preventive Maintenance) and RM (Routine Maintenance).
• Monitor the effectiveness of HVAC specifications on sites.
• Oversee electrical installations/distributions on sites.
• Monitor the excellence of the service level agreement with clients.
• Check the accuracy and quality of all reports.
• Monitor projects and compile feedback reports.
• Liaise with Hammer technicians regarding work status.
• Monitor incident tickets for maintained sites.
• Transfer incident tickets to the appropriate field staff and ensure all incident tickets are processed and closed on time.
• Follow up with field staff to ensure all sites are maintained efficiently and effectively.
• Collect and enter fuel supply details for all sites into the database and ensure data accuracy.
• Write daily, weekly, and monthly reports for all incident tickets and fuel supply details.
• Manage incoming and outgoing calls, register technicians entering and leaving sites.
• Ensure that all field staff (technicians) quickly follow the proposed fuel loop plans to prevent sites from running out of fuel and going down.
• Respond to incoming and outgoing mail and other assigned tasks.

KEY PERFORMANCE INDICATORS

• Maintenance of company equipment and resources.
• Timely and appropriate reporting (written and verbal).
• Proactive and motivated team player.
• Adherence to health and safety procedures at all times.
• Compliance with KPI specifications.