Real Time Coordinator

The Real Time Coordinator (RTC) will be responsible for coordinating and overseeing real-time operational support activities related to drilling and industrial data monitoring environments. The role includes managing communication between operations teams, customers, rig personnel, and technical support teams to ensure uninterrupted real-time data services and timely incident resolution.

The Real Time Coordinator will play a critical role in ensuring operational continuity, service quality, escalation management, and effective coordination across 24/7 support operations.

Responsibilities

• Coordinate real-time operational support activities for assigned drilling rigs and customer environments.
• Monitor overall health and status of real-time data acquisition and visualization systems.
• Ensure continuous operational coverage and timely response to incidents or service interruptions.
• Coordinate shift activities and ensure smooth handover between support teams.
• Act as the primary coordination point during operational incidents and data outages.
• Manage and track incident tickets through resolution.
• Escalate critical operational issues to appropriate technical or management teams.
• Ensure timely communication and status updates to stakeholders and customers.
• Interface with customer representatives, rig personnel, drilling teams, and technical support groups.
• Conduct operational follow-ups and provide regular service status updates.
• Support customer meetings, operational reviews, and reporting activities.
• Coordinate with Real Time Data Administrators and technical teams to ensure data quality and system availability.
• Monitor data flow interruptions and ensure timely corrective actions.
• Support coordination of system maintenance, upgrades, and planned downtime activities.
• Prepare operational reports, shift summaries, incident reports, and KPI tracking documents.
• Maintain operational logs, escalation records, and service documentation.
• Support SLA monitoring and compliance reporting.
• Ensure compliance with company HSE, cybersecurity, and operational procedures.
• Participate in process improvement initiatives and operational optimization activities.
• Promote operational best practices across support teams.

Requirements:

• Bachelor’s degree in Petroleum Engineering, Mechanical Engineering, Computer Science, Electronics & Instrumentation, Information Technology or related technical discipline.
• 4–8 years of experience in related field
• Knowledge of real-time drilling data systems and operational workflows
• WITS / WITSML protocols
• OPC UA and Modbus communication protocols
• Real-time data aggregation and visualization platforms
• Rig instrumentation and operational monitoring systems
• Understanding of drilling operations and drilling parameters
• Knowledge of incident management and ticketing systems
• Basic networking and troubleshooting knowledge
• Familiarity with SLA management and operational reporting
• Experience working in real-time operations centers (RTOC) or drilling support environments is preferred.
• Strong coordination and communication skills
• Excellent problem-solving and decision-making abilities
• Ability to manage high-pressure operational situations
• Strong stakeholder management capabilities
• Ability to work in a 24/7 rotational shift environment
• Strong organizational and multitasking skills
• Attention to detail and operational discipline
• Experience supporting major drilling operations or upstream oil & gas projects
• Exposure to cybersecurity practices in operational technology environments
• Knowledge of cloud-based operational platforms and analytics systems
• Experience in customer-facing support or service delivery roles
• ITIL or incident management certification is an added advantage
• 24/7 rotational shift support

Key Performance Indicators (KPIs)

• Operational uptime and service availability
• Incident response and escalation efficiency
• SLA compliance
• Customer satisfaction
• Operational reporting accuracy
• Shift handover effectiveness
• Mean Time to Resolution (MTTR) reduction