Senior Specialist CCU Operator

About Qiddiya Investment Company

Qiddiya Investment Company (QIC) is developing Qiddiya, a global destination for entertainment, sports, and culture in Riyadh Province. Qiddiya aims to create a vibrant new city that offers diverse experiences and opportunities. The company is committed to operational excellence and maintaining high standards across all its assets.

Role Overview

The Senior Specialist - CCU Operator is responsible for monitoring and coordinating real-time city operations from the City Command Unit (CCU). This full-time position, based in Riyadh, supports situational awareness, incident management, operational communications, and service coordination across Qiddiya operational assets. The role is central to maintaining safe, efficient, and uninterrupted operations, serving as a primary point for information gathering, incident logging, escalation, and operational reporting while ensuring adherence to approved Standard Operating Procedures (SOPs), policies, and governance requirements. Candidates should have 3 years of relevant experience.

Key Responsibilities

• Monitor operational systems, dashboards, CCTV/VSS platforms, communication channels, and operational applications to maintain real-time visibility of activities, assets, events, and incidents.
• Identify abnormal conditions, operational disruptions, and emerging risks, initiating required escalations.
• Receive, assess, classify, and log incidents in accordance with approved procedures, coordinating response activities with relevant departments and stakeholders.
• Escalate incidents according to approved matrices and track them through to closure, supporting business continuity and emergency response during major events.
• Liaise with operational teams, contractors, service providers, and control rooms to facilitate timely communication and accurate information flow.
• Provide the Shift Manager with operational updates, status information, and task follow-up.
• Maintain accurate shift logs, incident records, service updates, and operational reports, preparing daily, weekly, and ad hoc reports as required.
• Conduct structured shift handovers to ensure operational continuity and ensure records are complete, traceable, and retained.
• Ensure compliance with policies, SOPs, operational playbooks, escalation mechanisms, and regulatory requirements.
• Participate in operational readiness reviews, daily briefings, drills, and exercises, maintaining operational discipline and process compliance.
• Analyze operational information to identify opportunities for workflow, reporting, and service performance improvements.
• Contribute to lessons learned reviews and post-incident analysis, supporting the development and enhancement of procedures.
• Track key operational KPIs and raise alerts when approved thresholds are breached.
• Guide and support junior CCU Operators, assisting with onboarding, coaching, and knowledge transfer on CCU systems and emergency response protocols.

Experience and Qualifications

• 3 years of experience in a similar operational monitoring or command center role.
• Demonstrated ability to monitor complex operational systems and respond to incidents effectively.
• Proficiency in incident logging, tracking, and reporting.
• Strong understanding of Standard Operating Procedures (SOPs) and governance requirements.
• Experience with CCTV/VSS platforms and communication channels.

Skills and Attributes

• Excellent communication and coordination skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Attention to detail and accuracy in documentation and reporting.
• Commitment to safety, collaboration, and operational excellence.

Work Environment

This role operates within the City Command Unit (CCU) in Riyadh, requiring continuous monitoring and coordination of real-time city operations. The position involves working closely with various operational teams and stakeholders to ensure seamless operations across Qiddiya assets.