Lead Fault Controller

The Lead fault Controller provide effective management of the Fault Control, Live Fault response and Remote Condition/System Monitoring (RCM) function, using the MMS and ECC system diagnostic facilities during the duties. Lead Fault Controller will be responsible for a team of Fault Controllers (FC) and First Line Response Technicians (FRLT) which will be allocated to him/her during the shift.

KEY RESPONSIBILITIES

Strategic

• Support or work closely with the First Line Response Manager/ Fault Controller in developing, reviewing, and implementing fault management strategies, processes, standards, and procedures aligned with organizational objectives and long‑term operational resilience.
• Assist in developing and implementing the RCM program, subsystem diagnostics, performance monitoring and analysis tools, and Quality Assurance processes through the Maintenance Management System to ensure accuracy, consistency, and effective decision‑making.
• Work closely with the First Line Response Manager and Fault Controllers to identify systemic challenges, provide data‑driven recommendations, lead continuous improvement initiatives, and monitor the effectiveness of changes using performance metrics and outcome‑based reviews.
• Serve as a change agent by facilitating communication, training, engagement, and adoption of new processes and systems, while supporting succession planning, mentoring, and strategic capability development within FC and FLRT teams.
• Conduct periodic reviews of standards and procedures, document strategic analyses and outcomes for organizational learning, stay informed on industry best practices and innovations, and represent the function in technical working groups, committees, and cross‑functional initiatives impacting network resilience.
• Lead the shift of Fault controllers and FLRTs to ensure effective provision of fault management and asset recovery

Financial

• Optimize workforce and resource utilization by supporting effective rostering, manpower planning, and coverage coordination to minimize overtime, inefficiencies, and unplanned staffing costs while maintaining service levels.
• Reduce operational and disruption‑related costs by meeting fault management KPIs, enabling timely response, limiting service downtime, and minimizing penalties and reputational impact.
• Ensure cost‑effective availability and use of operational assets, including tools, logistics, spares, and live fault response resources, avoiding waste and emergency procurement.
• Drive efficiency through capability, quality, and process improvement, supporting competency management, recruitment, succession planning, Quality Assurance, RCM, and fault management processes to reduce rework, repeat faults, and long‑term maintenance costs.
• Support informed financial decision‑making by delivering accurate performance data, shift reports, cost insights, and analysis to identify efficiency gains and improve return on operational resources.

Stakeholder / Customer

• Ensure effective stakeholder coordination and communication for fault management and RCM, providing timely, accurate updates and maintaining transparency.
• Minimize customer and service impact by leading aligned, cross‑functional response during incidents and ensuring delivery of agreed service KPIs.
• Build stakeholder confidence and alignment through reliable performance reporting, proactive risk escalation, and strong cross‑functional relationships.

Operational

• Lead and supervise day‑to‑day fault management operations, providing line management for Fault Controllers and FLRTs including shift coverage, rostering, duty allocation, and rotation as Fault Controller.
• Ensure effective live fault and incident response, acting as the operational focal point, coordinating with the OCC Duty Manager and technical teams to minimize service disruption and resolve fault, live response, and RCM issues.
• Maintain continuous operational readiness and compliance, ensuring availability and effective use of diagnostic systems, MMS, tools, logistics, spares, and adherence to safety, procedures, and fault management standards.
• Monitor operational performance and KPI delivery, conducting shift‑by‑shift reviews, chairing production meetings and de‑briefs, identifying trends, implementing corrective actions, and escalating issues as required.
• Provide accurate operational reporting and data, ensuring timely completion of shift and incident reports, accurate MMS recording, and delivery of performance information to support decision‑making and service continuity.

Capability / People

• Provide strong people leadership and line management for FC, FLRT, ECC staff, and System Monitoring Analysts, ensuring professionalism, engagement, collaboration, and a positive team culture.
• Manage workforce capability and competence by overseeing CMS cycles, unannounced assessments, training compliance, skill gap analysis, and effective development planning.
•  Develop and sustain a high‑performing, resilient team through mentoring, coaching, succession planning, recruitment support, and knowledge sharing across operational and engineering functions.
• Lead performance management and employee relations processes, including performance reviews, feedback, disciplinary and grievance matters, ensuring fair, consistent, and policy‑compliant outcomes.
• Enable effective workforce planning and operational credibility, supporting shift coverage, workload balance, change communication, participation in technical forums, and rotational duty as Fault Controller.

DIMENSIONS 

• Responsible for 24/7 operational continuity of fault management, live fault response, and Remote Condition Monitoring (RCM) activities.
• Oversees real‑time decision‑making during incidents and disruptions to minimize service impact.
• Accountable for meeting critical operational KPIs related to response times, fault resolution, and network resilience.
• Operates in a high‑risk, time‑critical environment where decisions directly impact service reliability and customer experience

CHALLENGES 

• Managing high‑pressure, time‑critical operations by making rapid, effective decisions during live and concurrent incidents while balancing service recovery, safety, compliance, and quality requirements.
• Delivering consistent performance and KPI achievement across a 24/7 environment despite variability in incidents, workloads, shift patterns, and team experience levels.
• Sustaining workforce capability and wellbeing by maintaining competencies, training, staffing coverage, and fatigue management without compromising operational continuity.
• Leading people and change in a high‑stress environment, including managing disciplinary and performance matters, maintaining morale, overcoming resistance to change, and supporting teams during incidents and recovery.
• Balancing operational delivery with governance and improvement demands, ensuring accurate data, reporting, MMS compliance, stakeholder coordination, and measurable benefits from continuous improvement initiatives while managing a broad span of responsibilities.

Key COMPETENCIES 

    Technical Competencies

• Strong capability to manage, prioritize, and resolve live faults (P1–P4), including escalation, coordination, and service recovery in a time‑critical environment.
• Control Room and Real‑Time Operations Systems Knowledge
•  In‑depth understanding of OCC/ECC operations, alarm management, and real‑time system monitoring to support effective operational decision‑making.
• Remote Condition Monitoring (RCM) and Diagnostic Analysis
•  Proven ability to interpret RCM data and subsystem diagnostics to identify emerging failures, assess risk, and support proactive maintenance actions.
• Maintenance Management System (MMS) Proficiency
•  Competence in using MMS for accurate fault logging, work order management, failure coding, reporting, and ensuring data quality and traceability.
• Performance Monitoring and Data‑Driven Analysis
•  Ability to analyze fault response metrics, operational performance trends, and KPI data to support continuous improvement and informed management decisions.

MINIMUM QUALIFCATIONS