Engineer, System Dispatch, Water Workforce Management

Job summary:

To manage and coordinate the real-time dispatch of field crews and operational resources through Smart Workforce Management systems, ensuring timely response, optimal scheduling, and efficient execution of water network maintenance and operational activities.

General Responsibilities:

• Policy, Procedures, Process and Systems
• Follow the operational strategy in compliance with group delegation of authority policy.
• Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.
• Reporting
• Ensure that all reports are completed timely and comply with the business and organization’s policies and standards.
• Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
• Comply with organization’s requirements in a timely manner.

Job Specific Responsibilities:

• Implement and maintain dispatch protocols aligned with organizational O&M standards.
• Follow digital workflows and ensure seamless synchronization between dispatching tools, SCADA/WNMS, and CMMS.
• Ensure adherence to company policies, response time SLAs, and operational escalation procedures.
• Maintain accurate logs and performance metrics for dispatched activities.
• Support daily, weekly, and monthly dispatch performance reporting.
• Provide operational insights to improve workforce responsiveness and service delivery.
• Manage daily scheduling and dispatch of operational teams using Smart Workforce Management systems.
• Monitor live field operations, ensuring real-time visibility and control over work progress and crew movements.
• Collaborate with Water Control Center, Maintenance, and Customer Services for rapid coordination of reactive and preventive tasks.
• Optimize routing, resource allocation, and priority-based task assignments to reduce downtime and response delays.
• Support digital ticketing and field mobility solutions to enhance real-time updates and feedback loops.
• Identify workflow bottlenecks and propose system enhancements for dispatch efficiency.

HSE, Security, and Risk Protocols:

• The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:
• Taking reasonable care of their own health, safety, and security.
• Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.
• Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.
• Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.
• Report all HSE and security incidents and work-related injuries.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.
• Comply with company HSE and security protocols.
• Report anomalies or data discrepancies that may impact operational safety or workforce tracking accuracy.
• Ensure compliance with all operational safety and risk management standards during field deployments.
• Report and escalate any safety-related incidents or irregularities encountered during dispatch operations.

People Management Responsibilities:

• Leadership
• Actively participate in continuous improvement and professional development activities. Support decisions made with integrity and transparency, always aligning with the entity's goals.
• Talent Management
• Engage in talent development programs aimed at enhancing skills and supporting career progression. Contribute to a team culture that is connected to the organization's larger purpose.
• Culture
• Uphold and promote the organization's values within the team. Foster a collaborative and innovative work environment through active participation and support.
• Communication
• Support informed decision-making within the team. Contribute to clear and effective communication, ensuring alignment with organizational objectives and facilitating smooth information flow up and down the chain.

Competencies

•Real-time operations and dispatch control

•Knowledge of water O&M procedures and network topology

•Experience with Smart Workforce Management or mobile dispatching tools

•Strong coordination, prioritization, and communication skills

• Situational awareness and decision-making under pressure

Essential Requirements

• Bachelor’s degree in Engineering or equivalent
• Minimum 5 years of experience in dispatch operations, preferably within water, power, or utility sectors

Desired Requirements

• Experience with SCADA/WNMS integration or digital mobility platforms
• Knowledge of field safety and O&M coordination processes