Embedded GSOC Supervisor (Third Shift)

at  Sibylline Ltd

ABOUT SIBYLLINE

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

Key attributes of Sibylline employees are:

• Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement
• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

Job Description

MUST HAVE TO QUALIFY FOR THIS POSITION

• Associate’s Degree
• 3+ years of experience managing or leading teams
• 3+ years of GSOC, Security industry, customer service, or similar experience
• Excellent written and verbal communication skills
• Experience conducting research or analysis
• Ability to multitask in a fast-paced, at times stressed work environment
• A dependable team player with business maturity, enthusiasm, and a positive attitude
• Comfortable with a high-tech work environment and willing to learn new tools and innovations
• Process-oriented, with an understanding of the role of people in facilitating the best customer experience

NICE TO HAVE QUALIFICATIONS

• Bachelor’s Degree in the field of criminology, risk, management, political science, communications or related field -or- equivalent professional experience in lieu of education
• Knowledge of security systems for access control and alarm monitoring
• Knowledge of mass employee notification systems
• Previous experience managing teams in a corporate security, government, or military setting
  Additional Information

ABOUT THE ROLE (THIS IS A THIRD SHIFT POSITION)

We are looking for an experienced Global Security Operations Center (GSOC) Supervisor to join our team. You will lead a team responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. You will ensure that all operations are conducted in line with established policies and procedures and meet the client’s standards.
You will work in a 24/7 environment using a variety of tools ranging from access control and alarm monitoring systems to various business intelligence sources, open-source media, and in-house tools to respond to security incidents which may impact the client’s people, products, property, or brand image. These can include (but are not limited to) extreme weather conditions, political instability, crime, terrorism, or technical failures.

YOUR RESPONSIBILITIES IN THIS POSITION

• Draft, review, and distribute stakeholder notifications
• Triage and manage incidents that cause business disruptions
• Develop and mentor Operators through coaching, providing feedback, and managing conflict
• Oversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations Manager
• Work with the Operations Manager to identify process and quality improvements
• Represent the GSOC in incident response meetings with stakeholders
• Facilitate “tabletop” and drill exercises for continuous Operator training
• Conduct shift briefings to provide updates, assignments, training, and contractual compliance
• Provide back-up support and on-call functions as needed
• Assess service statistics and prepare detailed reports on findings
• Respond to escalated customer service issues in a timely manner
• Collaborate with multiple departments to propose and implement solutions to customer challenges
  Qualifications