The RMC Supervisor is responsible for leading and managing the Roads Management Centre (RMC) operations during assigned shifts, ensuring the safe, efficient, and contract-compliant operation of Qatar's road network on a 24/7 basis. The role provides operational leadership to the control room team, oversees incident and tunnel management, authorizes operational response plans, and serves as the primary escalation point during emergencies, major incidents, severe weather, and planned events. The RMC Supervisor is accountable for shift performance, operational compliance, stakeholder coordination, service level achievement, and adherence to Ashghal requirements, approved Standard Operating Procedures (SOPs), and Egis-QBC JV policies.
Key Responsibilities
- Lead and supervise all Roads Management Centre (RMC) operations during the assigned shift, ensuring continuous, safe, and efficient traffic, ITS, and tunnel operations across the Qatar road network.
- Provide direct supervision and guidance to RMC Team Leaders and Operators, ensuring appropriate staffing levels, workload allocation, and effective control room operations.
- Act as the senior operational authority during incidents, emergencies, tunnel events, severe weather, major planned events, and critical system failures, escalating matters in accordance with the approved escalation matrix.
- Authorize and oversee the implementation, monitoring, and withdrawal of approved traffic management response plans, including incident response, traffic diversions, lane closures, speed management, Dynamic Message Signs (DMS), Lane Control Signals (LCS), and tunnel operational procedures.
- Maintain comprehensive situational awareness of the road network through CCTV, OMNIA/ATMS, SCATS, Tunnel Management Systems, DMS/LCS, and other operational platforms to ensure timely operational decisions.
- Monitor operational performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including response times, clearance times, notification requirements, and journey time reliability, implementing corrective actions where required.
- Ensure the accuracy, completeness, and quality of operational records, incident logs, reports, notifications, and shift documentation, maintaining audit-ready evidence for client review.
- Identify, record, and manage operational Quality Failures, service credits, and contractual non-compliance risks, ensuring appropriate mitigation measures and timely reporting.
- Coordinate effectively with Ashghal, Ministry of Interior (MOI) Traffic Police, Civil Defence, Ambulance Services, DNMC, Call Centre, maintenance teams, technical support providers, and other stakeholders during operational activities and emergency responses.
- Oversee the management and escalation of system faults and alarms, ensuring timely referral to the Service Desk, Network Operations Centre (NOC), or relevant technical support teams, while monitoring system availability and operational impacts.
- Support the management of planned roadworks, Traffic Diversion Plans (TDPs), and Road Occupancy Permits processed through QPRO, ensuring operational compliance with approved traffic management arrangements.
- Ensure effective shift handovers through comprehensive operational briefings, documentation, and reporting to maintain continuity of operations.
- Monitor compliance with approved Standard Operating Procedures (SOPs), operational policies, emergency response procedures, and control room protocols, recommending process improvements where necessary.
- Support workforce planning by monitoring shift coverage, attendance, leave management, and resource availability to ensure uninterrupted 24/7 operations.
- Coach, mentor, and assess the performance and competency of Team Leaders and Operators through on-the-job training, performance feedback, scenario exercises, and continuous development activities.
- Ensure compliance with confidentiality, information security, and data protection requirements related to operational information, CCTV footage, reports, and stakeholder communications.
- Support business continuity planning, emergency preparedness exercises, contingency operations, and post-incident reviews to enhance operational resilience.
- Analyse operational trends, recurring incidents, system performance, and stakeholder feedback, providing recommendations to improve operational efficiency, safety, and service delivery.
- Ensure full compliance with the State of Qatar's applicable legislation, Labour Law, Framework Contract requirements, and the latest editions of ISO 9001, ISO 45001, ISO 14001, as well as Egis-QBC JV Quality, Health, Safety, and Environmental Management Systems.