About the Role / About the Job
The company is seeking a dedicated and skilled Manager - CCU Incident Management (DEL5) responsible for monitoring, triaging, and managing operational incidents across all city assets. This role is crucial in ensuring that all incidents are detected, escalated, and resolved in a timely and structured manner to minimize disruption to guest experience and city operations.
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Key Responsibilities
- Monitor real-time incident feeds, alarms, and communications across the City Command Unit's integrated operations platform.
- Triage and classify incidents according to severity levels and escalation protocols, ensuring appropriate response activation.
- Coordinate multi-agency and cross-functional response efforts, liaising with Security, Fire & Life Safety, Medical, Facilities, and asset operators.
- Maintain accurate, real-time incident logs and post-incident documentation to support reporting and continuous improvement.
- Support the development and refinement of Standard Operating Procedures (SOPs) for incident response workflows.
- Participate in simulation exercises, tabletop drills, and after-action reviews to strengthen organizational readiness.
- Ensure compliance with the company's operational readiness standards and regulatory requirements during incident response.
Requirements
- Bachelor’s degree in Emergency Management, Risk Management, Business Administration, or a related field; a Master’s degree is preferred.
- Minimum 5 years of experience in incident management, emergency operations, or command center environments within large-scale entertainment, hospitality, or urban operations settings.
- Demonstrated experience with integrated command and control systems, CCTV monitoring, and digital incident management platforms.
- Strong situational awareness, decision-making capability under pressure, and effective communication skills.
- Strong understanding of IT service management frameworks such as ITIL.
- Proven track record in managing critical incidents and leading incident response teams.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to work collaboratively across teams.
- Relevant certifications (e.g., ITIL certification, Certified Information Systems Security Professional (CISSP), or similar) are preferred.
Benefits
Offering a comprehensive compensation and benefits package.
