OCC Duty Chief Controller

JOB PURPOSE:

The OCC Duty Chief Controller is responsible for the overall coordination and supervision of Line 3 train operations from the Operations Control Center during assigned shifts. This role ensures the safe, punctual, and efficient delivery of metro services by leading the OCC team, managing real-time incidents, and coordinating with maintenance, field staff, and external authorities. As the shift’s Silver Commander, the OCC Duty Chief Controller plays a critical role in incident response, service recovery, and traction power management, while ensuring compliance with operational procedures and safety standards. Additionally, the role supports performance reporting, internal communication, and the development of OCC team to maintain high levels of service quality and operational control.

RESPONSIBILITIES/DUTIES

Shift Operations Oversight

• Lead and coordinate all OCC activities during the assigned shift to ensure safe, reliable, and efficient train operations.
• Supervise OCC controllers and field staff, ensuring task allocation and compliance with operational standards.
• Ensure proper handover between shifts and that all activities are logged and reported accurately.
• Address and document any performance issues during the shift and escalate to the OCC Manager when needed.

Incident & Emergency Management

• Act as the Silver Commander during incidents, leading the response and notifying relevant on-call personnel as required.
• Coordinate incident recovery actions to resume normal operations as quickly and safely as possible.
• Communicate with emergency services (fire brigade, police, medical) and external authorities when necessary.
• Ensure timely, accurate incident information is reported to hierarchy and recorded in the logbook.

Service Delivery & KPI Compliance

• Ensure a high-quality passenger service by meeting contractual and internal KPIs.
• Monitor real-time train service status and implement necessary regulation to avoid or minimize delays.
• Validate and manage the availability of the required train fleet in coordination with maintenance.
• Ensure traction power management is handled properly during both normal and degraded operations.

Maintenance Coordination During Engineering Hours

• 
  Validate access to track and permission-to-work (PTW) requests for engineering and maintenance activities.
• Coordinate and supervise all scheduled and unscheduled maintenance during non-revenue hours.
• Configure the depot and power network to support maintenance without disrupting service readiness.

Communication & Information Management

• Provide timely and accurate operational updates to the Customer Service Information Officer for public announcements.
• Deliver internal communications to field staff and OCC teams regarding incidents, maintenance, and service changes.
• Ensure the OCC team is fully informed of current safety notices and operational updates.

Reporting & Compliance

• Prepare and submit shift reports, incident summaries, and service delivery data to management.
• Record and maintain the operational logbook with all key events, deviations, and communications.
• Ensure full application of Standard Operating Procedures (SOPs), regulations, and safety rules during all activities.

Team Leadership & Development

• Supervise the training and development of new OCC controllers.
• Participate in Competence Management System (CMS) assessments and evaluations.
• Perform any additional duties as assigned by the OCC Manager.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in Engineering, preferably in Electrical or Mechatronics.
• Excellent command of the English language, both written and spoken.

KNOWLEDGE:

• In-depth understanding of railway technical concepts and terminology.
• Strong awareness and application of public safety standards.
• Proven ability to design and deliver technical training programs.
• Comprehensive knowledge of signaling systems, including ATS, ATC, and CBTC technologies.

EXPERIENCE:

• 5 - 7 years of relevant experience, ideally within the railway, metro, or transportation sector.
• Hands-on experience with railway operations and signaling systems.

DESIRED BEHAVIORS & EXPERIENCES

• Accountability: Takes full ownership of the shift’s operational outcomes, ensuring all decisions prioritize safety, service

quality, and passenger satisfaction.

• Leadership Under Pressure: Demonstrates calm, decisive leadership during incidents and emergencies, guiding teams

efficiently and maintaining operational control.

• Communication: Maintains clear, timely, and professional communication with internal teams, external authorities, and

the public during both routine and critical situations.

• Situational Awareness: Continuously monitors service performance and responds proactively to changes, delays, or

abnormal conditions with effective mitigation strategies.

• Collaboration: Works effectively with OCC controllers, field staff, maintenance teams, and customer service to ensure

coordinated and consistent service delivery.

• Regulatory Compliance: Adheres strictly to Standard Operating Procedures (SOPs), safety protocols, and regulatory

requirements at all times.

• Decision Making: Makes informed, prompt decisions during operational disruptions, always aiming to minimize service

impact and uphold safety.

• Attention to Detail: Maintains accurate records of incidents, shift activities, and operational performance, contributing to

continuous improvement and compliance tracking.

• Service Orientation: Prioritizes the passenger experience by ensuring punctuality, clarity of information, and efficient

recovery during degraded modes.

• Professionalism: Represents the OCC team with integrity, discipline, and a focus on operational excellence during all

interactions.