What are the responsibilities and job description for the Embedded GSOC Supervisor (Second Shift) position at Sibylline Americas?
Job Description
About the Role (This is a Second Shift position)
Sibylline is looking for experienced Global Security Operations Center (GSOC) Supervisors to join our team, working on-site, embedded within our clients rapidly evolving GSOC. Based in Seattle, WA, the Supervisor will lead a team of Operators who are responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. The GSOC Supervisor ensures that all operations are conducted in line with established policies and procedures and meet the client’s standards. This position is under the direction of the Operations Manager.
Supervisors will work in a 24 / 7 environment monitoring various information systems, CCTV feeds, and alarm systems. The GSOC uses a variety of tools, ranging from access control and alarm monitoring systems to various business intelligence sources, open source media, and in-house tools. Supervisors will work with their Operators to respond to security incidents which may impact the client’s people, products, property, or brand image. These can include (but are not limited to) extreme weather conditions, political instability, crime, terrorism, or technical failures.
Duties and Responsibilities
Essential Functions
- Draft, review, and distribute stakeholder notifications
- Triage and manage incidents that cause business disruptions
- Develop and mentor Operators through coaching, providing feedback, and managing conflict
- Oversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations Manager
- Work with the Operations Manager to identify process and quality improvements
- Represent the GSOC in incident response meetings with stakeholders
- Facilitate “tabletop” and drill exercises whilst on shift for continuous Operator training
- Receive pass-down information from other shifts, and conduct shift briefings to provide updates, assignments, training, and contractual compliance
- Provide back-up support and on-call functions as needed
- Assess service statistics and prepare detailed reports on findings
- Respond to escalated customer service issues in a timely manner
- Collaborate with multiple departments to propose and implement solutions to customer challenges
Qualifications
Skills, Experience and Qualifications
Minimum
Preferred
Additional Information
Next Steps
Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability. Shortlisted applicants will then be invited to a final panel interview. In the current environment, our interviews will be conducted virtually.
The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience. The salary range for this position is $77,969 - $90,000.
Sibylline is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture and lifestyle. The firm is committed to fostering a business culture that reflects these values and promotes equal opportunity.
Salary : $77,969 - $90,000
