Job Description

DURATION: September 2026 – November 2027

LOCATION: Singapore

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.