JOB SUMMARY:

Responsible for triaging and responding to all emergency situations reported to the 24/7 Global Security Operations Center (SOC) through alarm systems, internal incident reporting, and situational awareness. Provides support, direction, and documentation to assist in emergency response and recovery efforts. Responsible for monitoring and analyzing intelligence across multiple data systems including government sources, news, and social media to identify and mitigate risk to Company operations and travel through targeted communications to impacted business units and respective stakeholders.

Job Responsibilities:

• Responds to alarms received for Security, Fire, and safety including: Following established procedures to determine the severity and validity of the alarm, providing instruction and support to employees and customers, contacting Law Enforcement and Fire Departments, detailed documentation of event and actions, contacting site employees, other company resources and service providers, for continual follow-up to ensure the situation is resolved.
• Responds to emergencies reported to the SOC through inbound phone calls, emails, and social media including: Following established procedures to determine the severity of incident, providing instruction and support, preparing detailed documentation of event and actions, escalation and notification of applicable resources to assist in recovery efforts (internal resources, service providers, etc.) and continual follow-up to ensure timely recovery efforts.
• Monitors all types of threats and risks to Company assets, people, and brand. Identifies and mitigates these risks through continuous monitoring of news, social media, and other sources of intelligence to determine the potential operational impact of social unrest, weather events, natural disasters, infrastructure issues, and road closers, etc. Creates summaries of threats and recommends proactive solutions including documenting and escalating risks to Company leadership.
• Monitors Company employee travelers domestically and internationally to insure safety and security. Provides oversight of domestic and foreign travel assistance programs for employees including briefings and training. Conducts threat assessments and risk analysis of Company employee and assets. Provides feedback on vendors providing transportation and assistance around the world.
• Responds to system support issues reported via phone, email, and ticket process for Security, Fire, and Safety equipment by troubleshooting system problems and recommending corrective action.
• Follows Corporate Emergency Response Team action plans and supports Business Resiliency efforts by providing intelligence and documentation used for decision making, and communication to local stakeholders.
• Responds to customer service and information requests from various departments, monitored sites, and federal, state, and local authorities.
• Operates within the National Fire Protection Association guidelines and also within UL Certification policy and facility guidelines to enable the Security Operations Center to pass required annual UL inspection.
• Provides input and suggests improvement to guidelines and procedures to enhance the quality of service and support to improve customer satisfaction. Active participation in coaching session and self-review of performance.
• Maintains awareness of the Security Operations discipline including Government organizations (FEMA, DHS), and alarm monitoring organizations (The Monitoring Association).
• Meets assigned quality metrics and service level goals.
• Perform other duties as assigned.

BASIC QUALIFICATIONS

• High School/ GED and at least 1 year of experience in Central Monitoring Station, Security Operations Center, Call/Dispatch Center and/or Customer Service Field.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with Emergency Response protocols and processes (public or private sector).
• Excellent customer service skills
• Must have the ability to communicate information both verbally and in writing in a professional, concise, detailed, and accurate fashion.
• Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
• Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
• Must be able to multi-task, prioritize and deliver time sensitive information to proper authorities and stakeholders.
• Participate in job related training programs and meetings to continually refresh and update knowledge.
• Shift work in a 24/7 operation center environment includes after hours, weekends, and holidays.

PREFERRED QUALIFICATIONS

• Bachelor’s degree.
• At least 2 years of experience in a Central Monitoring Station, Security Operations Center, Call/Dispatch Center and/or Customer Service Field.
• At least 1 year of experience working with government and/or law enforcement agencies.
• Experience responding to burglar, fire, or other emergency signaling devices.
• Experience operating Security and Fire alarm systems, such as CCTV, Burglar Panels, and Fire Panels.
• Experience executing emergency response protocols and processes.
• Experience utilizing open source intelligence sources to identify risk and build situational awareness.
• Experience operating geographic information systems (GIS) to map hazards and visualize risk.
• Experience with National Fire Protection Association Codes such as NFPA Code 72.
• Experience with UL Certification Standards such as UL 827 or UL 1981.
• Bilingual skills are preferred.
  We will consider employment of qualified applicants with arrest and conviction records.
  Salary Range: $22.26 - $33.32 / Hourl

• Responds to alarms received for Security, Fire, and safety including: Following established procedures to determine the severity and validity of the alarm, providing instruction and support to employees and customers, contacting Law Enforcement and Fire Departments, detailed documentation of event and actions, contacting site employees, other company resources and service providers, for continual follow-up to ensure the situation is resolved.
• Responds to emergencies reported to the SOC through inbound phone calls, emails, and social media including: Following established procedures to determine the severity of incident, providing instruction and support, preparing detailed documentation of event and actions, escalation and notification of applicable resources to assist in recovery efforts (internal resources, service providers, etc.) and continual follow-up to ensure timely recovery efforts.
• Monitors all types of threats and risks to Company assets, people, and brand. Identifies and mitigates these risks through continuous monitoring of news, social media, and other sources of intelligence to determine the potential operational impact of social unrest, weather events, natural disasters, infrastructure issues, and road closers, etc. Creates summaries of threats and recommends proactive solutions including documenting and escalating risks to Company leadership.
• Monitors Company employee travelers domestically and internationally to insure safety and security. Provides oversight of domestic and foreign travel assistance programs for employees including briefings and training. Conducts threat assessments and risk analysis of Company employee and assets. Provides feedback on vendors providing transportation and assistance around the world.
• Responds to system support issues reported via phone, email, and ticket process for Security, Fire, and Safety equipment by troubleshooting system problems and recommending corrective action.
• Follows Corporate Emergency Response Team action plans and supports Business Resiliency efforts by providing intelligence and documentation used for decision making, and communication to local stakeholders.
• Responds to customer service and information requests from various departments, monitored sites, and federal, state, and local authorities.
• Operates within the National Fire Protection Association guidelines and also within UL Certification policy and facility guidelines to enable the Security Operations Center to pass required annual UL inspection.
• Provides input and suggests improvement to guidelines and procedures to enhance the quality of service and support to improve customer satisfaction. Active participation in coaching session and self-review of performance.
• Maintains awareness of the Security Operations discipline including Government organizations (FEMA, DHS), and alarm monitoring organizations (The Monitoring Association).
• Meets assigned quality metrics and service level goals.
• Perform other duties as assigned