Operations Command Center Analyst at Prometric in Malaysia

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.