Overview
The GSOC Lead Operator is responsible for using best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business, the brand and/or employees. This position communicates information surrounding incidents to the Duty Security Manager as appropriate. The Lead Operator will lead a team of Shift Operators to monitor cameras and alarms, dispatch associated calls, operate access control technology, and provide general assistance to both employees and guests. The Lead Operator supports region and field teams as they prepare for, respond to, and recover from both crisis and non-crisis incidents.
Responsibilities
* Work alongside the Duty Shift Manager to ensure shift compliance and operational readiness
* Complete the daily shift setup, including handover (written and verbal), confirmation that all operational chats are updated at the start of each shift, and review of Facebook and Vendor Noticeboards
* Highlight team development opportunities and training needs in collaboration with the Duty Shift Manager
* 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
* Oversee and participate in the response to routine and emergency calls, monitor alarms and video equipment including fire, door, and duress alarms, and provide general assistance to employees and guests
* Update and oversee all GSOC audits and team shift audits
* Collaborate with the Duty Shift Manager on position-related projects; levels of responsibility may range from consulting to owning projects
* Oversee the dispatch of security officers, ERT, facilities, police, fire and EMS personnel as required via telephone and/or radio
* Review outward incident communications and escalate to the Duty Shift Manager when necessary
* Inform the Duty Security Manager immediately 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 via regular and emergency phones and intercoms; control and monitor two-way communication systems
* Liaise with the EPT and coordinate operations when required
Special Skills and Attributes
* Advanced computer skills and proficiency
* 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-task and discern 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
* Must be able to speak clearly, give direction, and provide guidance to employees and security staff during emergencies
* Able to work and communicate effectively with all levels of leadership
Desirable Experience and Qualifications
* Working towards level 3 management qualification or above
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