Operations Command Center Analyst

Prometric; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Structured onboarding program

Mentoring and career development

Job summary

Prometric is seeking an Operations Command Center Analyst in Kuala Lumpur to support global exam delivery operations. The role blends operational oversight, analytics, and technology coordination across APAC, EMEA, and AMER regions.

The ideal candidate is detail-oriented, adaptable, and comfortable in a fast-paced, globally distributed environment, with hands-on exposure to enterprise systems and cross-functional collaboration. Structured onboarding and mentoring are provided.

Qualifications

• > Fluent in English; additional languages a plus.
• "> Experience gathering operational requirements and understanding validation and best-practice frameworks.
• "> Comfortable working with business and technology systems in a professional environment.

Responsibilities

• Plan, coordinate, and execute cross-functional OCCs across APAC, EMEA, and AMER regions.
• Monitor operational and technical escalations affecting exam delivery and candidate experience.
• Partner with internal stakeholders to identify root causes, trends, and improvement opportunities.
• Translate business requirements into actionable deliverables and change management.
• Identify and mitigate risks to core testing operations.
• Develop and document SOPs, playbooks, and knowledge base articles.

Skills

Fluent English

Report writing

Analytical thinking

Requirements gathering

Technical aptitude

Cross-functional collaboration

Time zone flexibility

Adaptability

Tools

Microsoft Excel

Microsoft 365 (Teams, SharePoint, OneDrive)

Power BI

Power Automate

Fabric

SharePoint

Teams

Job description

Operations Command Center Analyst

Job Title: Operations Command Center Analyst

Division: Channel Management

Reporting To: Manager, Operations Command Center

Location: Kuala Lumpur, Malaysia

The Operations Command Center (OCC) Analyst plays a critical role in supporting Prometric’s global exam delivery operations. This role blends operational oversight, analytical reasoning, and technology coordination to ensure seamless candidate and client experiences across multiple regions and time zones. The ideal candidate is detail-oriented, adaptable, and comfortable operating in a fast-paced, globally distributed environment.

This opportunity is open to candidates who are interested in gaining hands‑on exposure to global operations, enterprise systems, and cross‑functional collaboration while building a strong foundation for long‑term career growth.

About Prometric

Prometric is a global leader in test development and delivery, headquartered in Baltimore, Maryland. With corporate offices in over 15 countries and test centers in more than 150 locations worldwide, we support millions of test takers each year through physical test centers and remote proctoring solutions. Our global operations enable us to deliver reliable, secure, and high-quality testing experiences for clients and candidates around the world.

Key Responsibilities

• Plan, coordinate, and execute cross-functional Operations Command Centers across APAC, EMEA, and AMER regions to support high-profile testing programs.
• Monitor operational and technical escalations impacting exam delivery and candidate experience, driving timely resolution and risk mitigation.
• Partner with internal stakeholders—including Operations, Technology, Client Advocacy, and Leadership—to identify root causes, trends, and improvement opportunities.
• Act as a liaison and change agent by translating business and operational requirements into actionable deliverables.
• Identify, assess, and proactively mitigate risks to core testing operations.
• Develop and document standard operating procedures, playbooks, and knowledge base articles to support continuous improvement and organizational learning.
• Support data-driven decision-making through reporting, analysis, and dashboard development.
• Execute proactive measures to prevent candidate-impacting incidents and improve service reliability.
• Other duties as assigned.

Required Qualifications

• Language Proficiency: Fluent in English (spoken and written). Additional languages are an advantage.
• Communication Skills: Strong written and verbal communication skills with the ability to prepare reports and collaborate effectively with cross-functional teams and leadership.
• Analytical Capability: Demonstrated ability to analyze operational and technical data, identify trends, and make informed decisions with high attention to detail.
• Requirements & Process Understanding: Experience gathering operational requirements and understanding validation and best-practice frameworks.
• Technical Aptitude: Comfortable working with business and technology systems in a professional environment.
• Collaboration & Coordination: Strong interpersonal skills with the ability to work across functions and regions.
• Flexibility: Willingness to work across global time zones (APAC, EMEA, AMER) as operational needs require.
• Adaptability: Culturally aware, self-motivated, quick to learn, and comfortable navigating ambiguity and change.

Experience & Skills

• 2–5 years of experience in operations, business administration, technical support, analytics, or project-based environments.
• Proficiency or exposure to Microsoft Excel and Microsoft 365 (Teams, SharePoint, OneDrive). Experience with Power BI, Fabric, or Power Automate is an added advantage.
• Proven ability to manage multiple priorities and perform under pressure in a fast‑paced environment.
• Strong problem‑solving, documentation, and presentation skills.
• Experience building reports or dashboards from large datasets and multiple data sources is a plus.

Learning & Development

Prometric offers a structured 6-month onboarding and mentoring program designed to ensure a smooth transition into the role. New hires are supported by experienced mentors and a collaborative team environment to accelerate learning and professional development.

Additional Information

This job description outlines the general nature and level of work expected for this role and is not intended to be an exhaustive list of all duties or responsibilities.

Prometric is an equal opportunity employer and encourages applications from diverse backgrounds.