Lahej Al Ali
Dubai
Summary
Operations & Maintenance Interface Manager in training with extensive experience in Tram Control Center operations, security management, and customer service. Proven leader skilled in incident management and enhancing operational procedures across the transportation, banking, and aviation sectors. Committed to driving efficiency and safety in high-stakes environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Chief Controller
Dubai Tram
12.2019 - Current
- Control daily operations, monitor power supply, and supervise train operations.
- Appoint Incident Officers (IOs) for serious accidents, and ensure timely updates.
- Develop and train control room staff in emergency response tactics.
- Attend meetings, coordinate with stakeholders, and resolve interface challenges efficiently.
- Manage the Competency Management System (CMS).
Service Controller
Dubai Tram
12.2017 - 12.2019
- The purpose of this position is to control all aspects of the day-to-day tram operation to ensure safe, secure, and efficient operations.
- Manage tram movements during incidents, and troubleshoot failed trams in the mainline.
- Liaising with the maintainer and ensuring spare tram availability.
- Conducting pre-opening checks, such as switch functional tests and station equipment checks, using the SCADA interface.
Information & Security Controller
Dubai Tram
11.2014 - 12.2017
- Responsible for monitoring the security and equipment in both the tram and the stations, from the OCC.
- Responsible for controlling the security in all areas of the Dubai Tram Al Sufouh System, such as office buildings, stations, depots, any auxiliary buildings, and car parks.
- Maintain good communication with Customer Service Operators on the tram lines.
- Utilize CCTV to monitor security and related operations, and to focus on areas where crime, vandalism, anti-social behavior, or other unauthorized activities may occur, and to direct Customer Services Operators appropriately. Direct Customer Services Operators are to respond to and deal with incidents and events on the system, and communicate with other frontline staff about events on the system.
- Act as the central point of contact between the DTAS and the Dubai Police Force (and/or other)
- Security, enforcement, and governmental agencies to counter fare evasion, crime, anti-social behavior, assault, and security threats on the system.
- Access the CCTV and telecommunications recording systems for investigation purposes, and perform shift and emergency duties when required.
Station Master
Dubai Tram
09.2012 - 11.2014
- Provide effective communications and information to internal and external parties in an efficient and timely manner. Responsible for the efficient and safe evacuation of station premises in degraded emergency situations.
- The landlord of the premises and leader of a team of station agents, SA SMO, customer service agents, car park controller, and car park attendants to deliver a safe, secure, reliable, world-class, and customer-focused station and car park environment.
- Control and avoid overcrowding in stations and platforms, responsible for the efficient and safe evacuation of station premises in the event of a fire or other emergency situations.
Coordinate with third parties and emergency services, such as DCD and Dubai police, and prepare incident/accident reports to inform concerned authorities. - Reporting faults to the control center.
- Assuming the role of Incident Officer (IO) for serious accidents and incidents in stations when necessary, and undertaking investigations. Safety-Critical Competencies (where applicable).
Relationship Officer
Emirates NBD
02.2009 - 09.2012
- Relationship Officer in the Business Development Unit.
- Coordinator in the Asset Service Team.
- Customer service agent and teller.
Airport Services Agent
Emirates Airlines
02.2007 - 11.2008
- Fully adhere to all operational procedures with regard to travel, immigration, and safety regulations. Inspect and verify passenger documentation.
- Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations. Make public address announcements as required.
- Provide customer service and handle complaints.
Education
High School Diploma - Literature
Hamdan Bin Mohammed High School
01.2010
Level 2 NVQ Certificate - Rail Services (Control Room Operations)
City & Guilds London Institute
Level 2 NVQ Certificate - Rail Services (Passenger Services)
City & Guilds London Institute
Skills
- Leadership
- High level of accuracy
- People management
- Safety-Critical Communications
- Incident Management
- On-call & Incident investigation
- Time management
Certification
- Risk Assessment Training
- On-Call & Accident & Incident Investigation Training Course
- KM Leadership Program
- People Management Course (Levels 1 & 2)
- Train the Trainer
- Assessor's Course
- Misha'al Program by ENBD
- Aviation Security Training - Level 1
Certificates And Awards
- Letter of Appreciation by Ministry of Interior
- Certificate of Appreciation by SERCO Dubai Tram (2x)
- Recognized for setting up a kiosk and providing banking services at U.A.Q GDRFA.
- Awarded for being a great team player and motivating colleagues.
- Acknowledged for supporting Tram operations during extreme weather conditions.
Languages
Arabic
First Language
English
Advanced (C1)
C1
Urdu
Advanced (C1)
C1
References
References available upon request.
Timeline
Chief Controller
Dubai Tram
12.2019 - Current
Service Controller
Dubai Tram
12.2017 - 12.2019
Information & Security Controller
Dubai Tram
11.2014 - 12.2017
Station Master
Dubai Tram
09.2012 - 11.2014
Relationship Officer
Emirates NBD
02.2009 - 09.2012
Airport Services Agent
Emirates Airlines
02.2007 - 11.2008
High School Diploma - Literature
Hamdan Bin Mohammed High School
Level 2 NVQ Certificate - Rail Services (Control Room Operations)
City & Guilds London Institute
Level 2 NVQ Certificate - Rail Services (Passenger Services)
City & Guilds London Institute
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