Global Security Operations Center

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to and strong culture of connection and global inclusion means that no matter your location you re part of a vibrant team with diverse experiences making a global impact each day As we continue to revolutionize how the world interacts we re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands See yourself at Twilio Join the team as Twilio s next Lead Operator Global Security Operations Center GSOC who will play a critical role in informing our overall security posture to enable a safe working environment As a member of the Corporate Safety Security team you ll utilize best-in-class technology to identify potential business disruptions as early as possible and streamline critical emergency response and notification to minimize impact to our people assets operations or brand reputation About the job This position is needed to maintain a broad situational awareness over internal and external physical events that could impact employee safety or pose a threat to business assets or operations across Twilio s global footprint Lead GSOC Operators monitor a variety of data sources including internal access control systems external incident aggregators travel safety applications and general open source reporting materials Lead GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns When an incident occurs the GSOC Operators may dispatch security resources escalate to crisis management teams send broad communications to Twilio employees or execute a mass notification to account for employee safety Responsibilities In this role you ll Monitoring and Surveillance Utilize various physical security asset monitoring and surveillance systems to detect potential unauthorized access suspicious activity or other security incidents Monitor open-source threat intelligence and other internal SaaS tools to maintain situational awareness of persistent or emergency global events with potential or direct impact to operations Security Operations Support Support access control and visitor management processes Manage security-related calls for service and provide general guidance to employees vendors and guests Maintain awareness of business travelers and personnel accessing Twilio facilities Partner with local site security teams to escalate and dispatch resources for incident and alarm response Review travel requests to elevated risk locations assist travelers through the approval process and cross-reference live itineraries with external incidents Incident Management Perform the first point of incident intake across a variety of emergencies including medical emergencies natural disasters fire evacuation travel disruptions and security incidents Assess and triage events and incidents to determine their impact to operations Dispatch and coordinate response with emergency response personnel Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted Maintain real-time incident documentation for reporting and analysis Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions Participate in post-incident reviews to document and implement corrective action and improvements to future response Operational Excellence Maintain a strong understanding of security and emergency standard operating procedures SOPs Advise and train others in SOP development and implementation Utilize critical thinking and problem solving skills to analyse situations and implement solutions Support large projects that will improve Twilio s GSOC capabilities and initiatives Qualifications Twilio values diverse experiences from all kinds of industries and we encourage everyone who meets the required qualifications to apply If your career is just starting or hasn t followed a traditional path don t let that stop you from considering Twilio We are always looking for people who will bring something new to the table Required 3 years of experience in a GSOC working environment 1 years of experience in a lead operator role or equivalent Experience with physical safety and security technology systems ACS IDS VSS VMS travel safety and mass notification tools Experience with open-source intelligence OSINT research tools Strong critical thinking and problem-solving skills Proven ability to follow standard operating procedures and playbooks Ability to prioritize tasks in a fast-paced environment Ability to stay calm professional and think clearly in high-stress situations Ability to communicate clearly and concisely verbal and written Ability to work non-standard shift hours to overlap as needed with colleagues and stakeholders in other global locations including weekend and holiday hours English language proficiency Desired Customer service mindset Comfortable with a high-tech work environment Eager to learn new tools and processes Ability to work independently and as part of a team Proficiency in Google Suite Additional language proficiency Location This role will be Hybrid and based in Bengaluru India Travel We prioritize connection and opportunities to build relationships with our customers and each other For this role you may be required to travel occasionally to participate in project or team in-person meetings What We Offer Working at Twilio offers many benefits including competitive pay generous time off ample parental and wellness leave healthcare a retirement savings program and much more Offerings vary by location Twilio thinks big Do you We like to solve problems take initiative pitch in when needed and are always up for trying new things That s why we seek out colleagues who embody our values - something we call Additionally we empower employees to build by supporting their volunteering and donation efforts So if you re ready to unleash your full potential do your best work and be the best version of yourself apply now If this role isn t what you re looking for Twilio is proud to be an equal opportunity employer We do not discriminate based upon race religion color national origin sex including pregnancy childbirth reproductive health decisions or related medical conditions sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics We also consider qualified applicants with criminal histories consistent with applicable federal state and local law Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Additionally Twilio participates in the E-Verify program in certain locations as required by law