Operation Control Center Manager – Data Centers
Location: Riyadh/ Dammam
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 expereince 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:
- IT Service Management ITIL®.
- Business Continuity Management (BCI).
- Crisis Management.
- Project Management.
- Data Center Operation Management.
- Relevant industry certifications such as CDCP, CDCS, CDCE, or Uptime Institute accreditations.
