Summary: Lead and manage 24/7 Support Services Operations, ensuring effective coordination of incidents, SLA compliance, and operational continuity within a hospital environment. Highlights: 1. Lead and manage 24/7 Support Services Operations Center (SSOC). 2. Oversee emergency code activations and incident management. 3. Ensure adherence to SOPs, HSE, confidentiality, and regulatory standards. Lead and manage the 24/7 Support Services Operations Center (SSOC), ensuring effective coordination of emergency and non\-emergency incidents, compliance with SLAs, escalation management, reporting, and operational continuity within the hospital environment. **Key Responsibilities** * Supervise all SSOC daily operations across shifts. * Ensure all emergency and non\-emergency calls are handled within SLA timelines. * Monitor incident triaging, dispatching, escalation, and closure activities. * Coordinate with internal departments and external authorities such as: + MOI + Civil Defense + Ambulance Services + Police + Fire Department + NCC * Oversee emergency code activations: + Code Blue + Code Red + Code Black + Code Silver + Code Green, etc. * Ensure accurate incident logging and reporting. * Manage manpower allocation and shift coverage. * Conduct quality assurance and compliance monitoring. * Ensure adherence to SOPs, HSE, confidentiality, and regulatory standards. * Prepare daily, weekly, and monthly operational reports. * Handle escalations and operational risks. * Train and coach operators. **Qualifications** * Bachelor’s degree preferred. * Certification/training in Emergency Management or Command Center Operations. * Minimum 5 years experience in hospital operations, emergency dispatch, command center, or healthcare helpdesk management. * Experience in JCI/MOPH healthcare environments preferred. **Technical Skills** * CAFM Systems * Surveillance Control Systems (SCS) * Vocera * Fire Alarm Systems * Incident Management Systems * Reporting dashboards
Fatima Al-Kuwari
Indeed · HR
Fatima Al-Kuwari
Indeed · HR
