GSOC Operations Manager

4 weeks ago

Hyderabad, Telangana, India Pinkerton Full time

Job Summary:

The GSOC Operations Manager is responsible for leading the day-to-day activities of assigned shifts in the client's alarm monitoring centre. This position oversees the supervision of up to ten Operators, ensuring all positions are staffed with qualified personnel and that all operations are conducted in line with established policies and procedures.

Key Responsibilities:

  • Represent Pinkerton's core values of integrity, vigilance, and excellence.
  • Conduct shift briefings to provide updates, assignments, training, and uniform compliance.
  • Maintain situational awareness of natural and man-made events that may compromise the safety and security of personnel, business operations, and infrastructure for client locations globally.
  • Draft and send emergency mass notifications and other crisis communications.
  • Ensure field personnel respond to all emergencies: medical, fire, hazardous materials, natural disasters, and accidents.
  • Assist the Client's security personnel with the development and/or revision of security operation centre processes, protocols, and systems.
  • Identify and route security for resolution of any nuisance or trouble (physical security) alarms.
  • Provide back-up, support, and on-call function as-needed.
  • Oversee quality control and oversight for all production, support, and staffing functions in conjunction with BAC Operations Manager.
  • Directly assist in developing and maturing the capabilities of the BAC, including support for operations and the intelligence/analytics areas.
  • Supervise the maintenance and deployment of a BAC knowledge management dashboard.
  • Work with Operations Manager to identify process and quality improvements.
  • Represent the BAC in meetings with client personnel.
  • Triage and manage incidents of workplace violence or other associate misconduct.
  • Develop and execute training for Operators in all control room functions and conduct training exercises with the field leadership team.

Requirements:

Graduate with at least five years of experience in BMS/Command Centre/Security. Pinkerton is an inclusive employer that seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

  • Proven experience in Security Operations Centre or dispatch capacity in a Supervisory role.
  • Excellent instructional, customer service, written and verbal communication skills.
  • At least five years of experience in security.
  • Experience in conducting research/analysis.
  • Ability to multitask in a fast-paced, at times stressed work environment.
  • Comfortable with a high-tech work environment and constant learning of new tools and innovations.
  • Flexibility to work all shifts, and willingness to assist the team with overtime when needed.
  • Good working knowledge of Microsoft Office suite and Windows OS.
  • Self-motivated, curious, and knowledgeable pertaining to news and current events.
  • Good working knowledge of security systems for access control, CCTV systems, badging systems, alarm monitoring systems.
  • A dependable team player with business maturity, enthusiasm, and a positive attitude.
  • Computer skills; Microsoft Office.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions.

  • Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.
  • Exposure to sensitive and confidential information.
  • Regular computer usage.
  • Ability to handle multiple tasks concurrently.

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