Operations Specialist

This is a 12-month contract role under Optimum Solutions.

This role supports our client, a leading Southeast Asian superapp that offers a wide range of services, including mobility, food delivery, and digital payments.

Work Hours:

• Required to work any five (5) days per week (including weekend), based on the current shift timings (inclusive of a 1-hour lunch break):

> Shift 1: 8:30am - 5:30pm

> Shift 2: 9:30am - 6:30pm

Shift schedules and working hours may be adjusted from time to time, subject to operational requirements.

Key Responsibilities:
[1] Real-Time Monitoring & Compliance Enforcement

• Monitor live sensors and camera feeds: continuously survey the fleet using the IoT Portal and Fleet Management System to ensure all vehicles are operating within safety parameters.

• Enforce Safety Protocols: Detect and flag non-compliance events immediately, such as:

> Unbelted passengers or standing passengers while the vehicle is in motion.

> Safety Operators (SOs) disengaging or showing signs of fatigue.

> Vehicles operating outside their approved Operational Design Domain (ODD), such as in heavy rain or unauthorized zones.

• Validate System Health: Monitor telemetry for critical warnings (e.g., LiDAR degradation, latency spikes >50ms, battery alerts) and escalate to maintenance teams before they become service-disrupting failures.

[2] Incident Detection & Information Collection

• Active Incident Logging: Act as the "Scribe" and data custodian during live incidents. Initiate and maintain the Incident Log with precise timestamps of all actions taken by the vehicle, the SO, and the OCC.

• Collect information for incidents: rapidly aggregate critical data points to support the Incident Controller, including:

> Vehicle state (Auto/Manual) at the time of the event.

> Exact location coordinates and environmental conditions.

> Identity of involved parties (Pax, SO, Third Parties).

> Relevant sensor data segments (90s pre-incident / 30s post-incident).

• Evidence Preservation: Securely tag and archive relevant video footage (CCTV/Dashcam) and black-box data to ensure chain-of-custody for regulatory reporting (LTA/TP).

[3] Incident Management, Coordination & Communication

• Incident Management and Ground Response: Execute incident SOPs, acting as the central communication hub between safety teams, Safety/Remote Operators, Field Operators and (if necessary) local emergency services. Escalate to internal safety, roadside assistance, or control center teams as appropriate.

• Support the "Triangle of Communication": Serve as the bridge between the OCC and the Customer Support (CS) team. When a vehicle stalls or emergency brakes, immediately push context (e.g., "Phantom braking due to cat on road") to CS so they can reassure passengers.

• Alert Management: Triage incoming alerts from the fleet dashboard. Filter out false positives (noise) and escalate true positives (e.g., verified collision, emergency button press) to the Incident Controller immediately.

• 3rd Party Liaison Support: Assist the Incident Controller in drafting updates for external stakeholders (LTA, Traffic Police) by ensuring all factual data is accurate and ready for dissemination.

[4] Continuous Improvement and Reporting

• Trend Analysis and Reporting: Review shift logs to identify recurring "near-miss" locations or frequent intervention zones. Write regular reports to highlight trends and/or potential safety issues to continuously improve processes and systems.

• Dry-Run Simulations Planning and Execution: Actively plan, participate in and execute scheduled "table-top" exercises and full-scale simulations for various incident scenarios (e.g., vehicle fire, network outage, unresponsive passenger).

• SOP Refinement: Provide feedback on the efficacy of incident response checklists and suggest improvements to reduce response times (MTTD/MTTR).

Qualifications:

Must Have

• Educational Background: Diploma or Degree in Engineering, Logistics, Computer Science, or a related field, or equivalent relevant experience.

• Technical Proficiency: High comfort level with complex dashboard interfaces, fleet management software (FMS), and CCTV monitoring systems.

• Attention to Detail: Ability to spot subtle anomalies in video feeds or data streams that others might miss.

• Crisis Management Aptitude: Ability to remain calm and methodical during high-pressure incidents; distinct ability to prioritize "data accuracy" over speed when logging facts.

Nice to Have

• Experience in Command Centre operations (e.g., bus, rail, or emergency services dispatch).

• Understanding of Singapore Road Traffic Rules and AV regulations (TR68).

• Class 3/3A Driving License.