GSOC Lead Operator

at  Mitie

JOB OVERVIEW

The Global Security Operations Centre Lead Operator is responsible for using best practices to identify, analyze, and support incidents that are either impactful or potentially impactful to the business, the brand and or employees. This position is responsible for using best practices to communicate information surrounding those incidents to security management and key stakeholders as necessary. The Lead Operator will direct a team of Shift Operators using a variety of security software and equipment to monitor cameras and alarms, dispatch security resources through multiple communication channels, operate access control technology, and provide general assistance to both employees and guests. The Lead Operator supports regional field teams as they prepare for, respond to, and recover from both crisis and non-crisis incidents.

SKILLS AND ATTRIBUTES

• Advanced computer skills and IT proficiency
• Must have excellent verbal, written and customer service skills and abilities
• Above average computer hardware and software knowledge
• Excellent verbal and communication skills
• Second language skills are desirable
• Strong analytical and problem-solving skills
• Self-motivated and able to work under little to no direct supervision.
• Ability to work in a team environment
• Ability to multi-ask, discerns patterns in detail.
• Think through problems for logical solutions, and remain calm and professional under stress.
• Strong decision-making ability during both crisis and non-crisis situations.
• Able to work with highly confidential information.
• Able to work and communicate effectively with all levels of leadership

• Will work alongside and report into the Duty Shift Manager to ensure shift compliance and operational readiness
• Complete the daily shift setup, including but not limited to: Handover - both written and verbal. Confirmation of all operational chats updated at the start of each shift. Review both Facebook and Vendor Noticeboards
• Work closely with the Duty Shift Manager to highlight team development opportunities and training needs
• Will take point for all Duty Shift Manager responsibilities in the absence of the Duty Shift Manager
• Ensure operational review of all documents within the GSKP to ready the team for incident response and management
• Communicate incident updates to key stakeholders
• Work alongside Global Site Leads and Team Leads to provide a liaison between all departments within the physical security team
• Will oversee and take part in the response to the answering routine and emergency calls, monitoring alarms and video equipment including fire alarms, door alarms, and duress alarms and provides general assistance to both employees and guests.
• Updates and oversees all GSOC audits and team shift audits
• Works alongside the Duty Shift Manager to complete position related projects. The levels of responsibility will vary from consulting to owning projects based on the individual
• Oversees the dispatch of security officers, ERT, facilities, police, fire and EMS personnel as required via telephone and/or radio.
• Review all outward incident communication and escalate where necessary to the Duty Shift Manager
• Inform (without delay) the Duty Security Manager of any missing, damaged, or inoperative equipment or communications, alarm, CCTV, or other systems
• Oversee the team in answering and responding to events and situations received over regular and emergency phones and intercoms. Controls and monitors the two way communication systems.
• Responsible for liaising with the EPT and coordinating operations, when required.