Tech Lead - Software Engineer

Job Description

• Skill Set :

  Telecom Service Assurance

• Total Experience :

  3.00 to 12.00 Years

• No of Openings :

  1

• Job Post Date :

  06/10/2026

• Job Expiry Date :

  30/10/2026

• Domain :

  IT

• Location :

  SUBANG JAYA [Malaysia]

• Job Reference No :

  4111273

Job Summary

JOB DESCRIPTION

Operations Command Centre Lead

OCC Lead | Incident Command, Operational Governance and Service Restoration

Role

Operations Command Centre Lead

Function

Service Operations / SIAM

Location

As per business requirement

Employment Type

Full time / Contract

Reporting To

Head of Service Operations / SIAM Operations Lead

Team Managed

Incident Managers and Major Incident Managers

Role Purpose

Lead the Operations Command Centre and manage the Incident Management function across a complex multi provider environment. The OCC Lead is accountable for operational command, team leadership, consistent incident handling, rapid restoration of business services, stakeholder communication, shift governance, and continuous improvement. The role provides direction to Incident Managers and Major Incident Managers, ensures adherence to agreed processes and service commitments, and serves as the senior operational escalation point for high impact or prolonged incidents.

Key Accountabilities

• Lead, coach, and manage Incident Managers and Major Incident Managers, setting clear expectations for incident ownership, communication quality, escalation, documentation, and restoration focus.
• Oversee the end to end incident management lifecycle across business critical services, ensuring incidents are correctly prioritized, actively owned, and progressed without avoidable delay.
• Provide command and control for major, complex, high risk, or prolonged incidents, and step in when additional authority, coordination, or executive escalation is required.
• Ensure Incident Managers apply consistent severity assessment using business impact, urgency, service criticality, customer impact, financial exposure, regulatory risk, and reputational risk.
• Maintain effective OCC shift coverage, workload allocation, handovers, on call coordination, and continuity of command across operating hours.
• Run daily operational reviews covering active incidents, aging tickets, breached or at risk commitments, repeated failures, unresolved dependencies, and provider actions.
• Ensure major incident bridges are initiated promptly and attended by the required resolver teams, service providers, vendors, service owners, and business stakeholders.
• Hold Incident Managers accountable for maintaining a single, time stamped incident narrative including impact, actions, decisions, owners, target times, workarounds, risks, dependencies, and restoration progress.
• Ensure timely and business focused customer, management, and executive communications through approved channels and at agreed update intervals.
• Coordinate functional, hierarchical, supplier, and executive escalations based on business impact, elapsed time, lack of progress, risk, and restoration confidence.