Control Room Shift Manager

 The Purpose of the role is to:

• ·         Support and direct the activities of the NOC (Network Operations Controllers) team, including NOC staff at other locations, in coordinating the deployment of appropriate resources to successfully resolve incidents in compliance with policy and contractual requirements
• ·         To accurately receive and disseminate information in order to optimise safety and maximise efficient response and resolution of incidents
• ·         To ensure that CCTV, tunnel and bridge safety systems are monitored and that an appropriate response is taken to alarms
• ·         To ensure accurate recording of network occupancy through use of NOMS and SRW
• ·         To provide a link between the NOC operators and the senior management team
• ·         To ensure that relevant colleagues and stakeholders are updated of critical incidents via the SMS text system
• ·         To ensure adherence to minimum staffing levels including embedded operators
• ·         To proactively manage the team, ensuring that performance targets are met and that sickness, welfare and training needs are assessed
• ·         To conduct staff appraisals, setting action plans as appropriate
• ·         To comply with Connect Plus policies and procedures as detailed in NOC plans
• ·         To work to agreed performance and quality standards
• ·         To build strong, effective working relationships with stakeholders and partners including real-time liaison with the Regional Control Centres, NTIC and NILO
• ·         Coordinate Winter Maintenance Decisions and response in liaison with the duty decision maker
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• The following qualities/experience are essential:
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• ·         Demonstrable experience of leading, managing and coaching a team
• ·         Experience of working in an operational control room, preferably in an emergency services or Highways Agency environment
• ·         Experience of working in an environment involving the time-critical deployment of resources
• ·         Experience of working in a performance driven environment
• ·         Excellent communication skills, both oral and written
• ·         Aptitude for effective problem solving, using information to consider options and outcomes
• ·         Ability to operate and interrogate a number of Windows based systems simultaneously to a high level of competence
• ·         Demonstrate an understanding of the commercial implications of operational decisions
• ·         Ability to remain calm under pressure, prioritising the response to multiple events
• ·         Experience of Highways Agency, Emergency Services procedures
• ·         Experience of transport and strategic roads
• ·         The post holder must meet the requirements of security clearance to CTC (Counter Terrorism Check) level