Ops & Control Supervisor (Education)

Operations & Control Supervisor is responsible for ensuring all maintenance operations are executed in a controlled, measurable, and SLA-compliant manner through effective ticketing management, work progress monitoring, cross-functional coordination, vendor management, and operational maintenance reporting.

Job Description

Ticketing Management

• Manage and monitor maintenance tickets from creation to completion.
• Ensure all tickets are properly documented, categorized, and updated in the system.
• Monitor ticket aging and ensure timely resolution in accordance with agreed service levels.

Assignment Coordination

• Coordinate work assignments between internal teams, field technicians, and external vendors.
• Ensure proper resource allocation based on operational priorities and maintenance requirements.
• Collaborate with cross-functional stakeholders to ensure smooth execution of maintenance activities.

SLA Monitoring

• Monitor preventive and corrective maintenance activities to ensure compliance with established Service Level Agreements (SLA).
• Identify delays, operational bottlenecks, and service risks, then coordinate corrective actions.
• Track operational KPIs and continuously monitor maintenance performance.

Reporting & Dashboard

• Develop and maintain operational dashboards and maintenance tracking reports.
• Analyze maintenance data and provide regular reports on SLA performance, work progress, vendor performance, and operational KPIs.
• Generate weekly and monthly reports with actionable insights and recommendations for process improvement.

Vendor Management

• Coordinate with external vendors to ensure maintenance activities are completed according to quality standards and agreed timelines.
• Monitor vendor performance, service quality, and SLA compliance.
• Build effective working relationships with vendors to support operational excellence.

Qualifications

• Bachelor's Degree (S1) in any major.
• Minimum 3–5 years of experience in Maintenance Operations, Facility Management, or Field Operations.
• Minimum 1–2 years of experience in a supervisory or coordinator role.
• Experienced in managing multi-site operations, SLA monitoring, vendor coordination, and operational reporting.
• Strong understanding of preventive and corrective maintenance processes.
• Proficient in Microsoft Excel and/or Google Sheets, including Pivot Tables, dashboards, maintenance trackers, and reporting analysis.
• Familiar with KPI monitoring, operational reporting, and data analysis.
• Strong coordination, communication, and stakeholder management skills.
• Excellent analytical thinking, problem-solving, and decision-making abilities.
• Detail-oriented with strong time management, follow-up, and monitoring skills.
• Demonstrated leadership capability with the ability to coordinate teams effectively.