Job Description

JOB SCOPE :

The Incident Controller operates the 24/7 Incident Control Desk in the Airport Operations Control Center receiving all day to day operation related incidents as well as being the emergency incident coordination desk. The role acts as the first point of contact in the event of an incident or emergency and coordinates response through entire life cycle.

ACCOUNTABILITIES :

• Reacts to incident/emergency situations and initiates appropriate response and communication protocols
• Acts as central point of contact for all incidents , receiving emergency calls from various sources and responding accordingly
• Processes notifications and updates for any incident by applying pre-set templates
• Coordinates activities of all parties to ensure integration
• Maintains the event log during the incident, updates all parties when required and produces full incident report on closure of incident, gathering relevant information from all involved parties
• Prepare and maintain full list of all departments, authorities and stakeholder representatives
• Where the incident in question relates to Security and is coordinated by SOC, act as single point of contact between SOC and other airport parties
• Responds to fire alarms by alerting necessary resources
• Maintain fire alarm system isolation log
• Liaise with other MCC operators to action tasks (eg EMC for Fire Detection Alarm System resets)
• Initiate EOC activation subject to emergency incident trigger point (in AEP) in liaison with the Airport Duty Manager
• Liaise with EOC during emergency incidents as appropriate
• Assist during major incident debriefs as required
• If EOC is activated during incident, carry out full handover to EOC team for continuation of incident handling if required
• Monitor incident operations to identify any current or potential inter-organizational problems; suggesting improvements to processes as required
• Support Terminal Operations Controller with day-to-day tasks as required including centralized monitoring of terminal services, tasks and issues relating to the day to day operation, acting as an interface between AOC and Terminal Management staff
• Support Airfield Operations Controller with day-to-day tasks as required including centralized monitoring of airfield services, tasks and issues relating to the day to day operation, acting as an interface between AOC and Airfield Operations duty staff.
• Supporting Fire evacuation and false alarm close outs.

QUALIFICATIONS, EXPERIENCE AND SKILLS :

• Bachelor’s degree in Airport or Aviation Management
• Knowledge in coordinating incidents/emergencies
• Managing multiple communications across multiple stakeholders
• Superior computer skills MS Office
• Demonstrated superior communication in Arabic and English
• Report writing and documentation

COMPETENCIES :

• Customer Experience
• Communication
• Service Delivery
• Operational excellence
• Problem Solving
• Stakeholder Management

Skills Required

• Communication
• Airports
• Emergency Procedures
• Aviation Management