TMA-Global were engaged to enhance incident response and operational resilience within the Operations Control Centre (OCC). The goal was to strengthen decision-making, communication, and incident management practices to minimise disruption to passengers and the network.

We provided an experienced specialist on-site within the OCC, working directly alongside Duty Managers and the Deputy OCC Operations Manager. Our tailored mentoring and coaching programme focused on:
 

• Mentoring OCC Leadership: Hands-on support to Duty Managers and Deputy OCC Operations Manager, cascading improvements across the wider OCC team.

• Enhancing Decision-Making: Focused on developing rapid, effective decision-making during incidents, supported by clear tools such as flow charts, KPIs, and escalation protocols.

• Strengthening Communication: Improved internal and external communication pathways — ensuring better coordination across departments, with the client, and third parties — to accelerate incident response times.

• OCC Structure and Staffing Review: Assessed shift staffing levels, workloads, and team competencies, optimising team composition to enhance cross-functionality and incident resilience.

• Procedures and Information (P&I) Optimisation: Reviewed the effectiveness of work instructions, procedures, and flow charts to ensure their practical application during real incidents.

• Incident Management Analysis: Identified gaps in current practices and introduced corrective strategies to tighten time management, milestone monitoring, and system reformation post-disruption.

• Empowering Leadership: Equipped Duty Managers with the skills, confidence, and authority to lead effective incident responses and recovery operations.

• Action Planning: Supported the identification of individual and team development needs, creating actionable plans to close skills gaps and drive continuous improvement.
   

Through targeted mentoring, practical tools, and streamlined communications, response times were improved, and operational impact during major incidents was reduced delivering a safer, more reliable service for Dubai Metro passengers.