Global Support Center Manager

THE ROLE

Global Support Center Manager

WHAT you'll DO

• Lead Dual Global Security Operations:

  Oversee the day-to-day operations of both the Santa Clara, US, and Bangalore, India Security Support Centers, ensuring efficient and effective 24x7 response to alarms, global incidents, and daily security tasks.

• Manage Team Readiness and Development:

  Lead, train, and mentor the contracted physical security support center team, developing and conducting training programs, quizzes, and scenarios to ensure ongoing operational readiness and technical proficiency on new security systems and protocols.

• Drive Incident Response and Continuity:

  Develop and maintain Support Center Standard Operating Procedures (SOPs) for responding to global incidents, initiate emergency procedures and mass communication during security breaches or disasters, and support investigations with recommended corrective actions.

• Maintain Systems and Policy Compliance:

  Regularly audit security systems (Access Control, IP cameras) and protocols to maintain compliance with corporate standards, and develop/implement physical security policies, ensuring analyst adherence through audits and reporting.

• Provide Strategic Intelligence:

  Monitor and report on global security incidents that could affect company personnel or operations, providing detailed security briefings and scheduled activity updates to Physical Security management and senior leadership.

WHAT YOU BRING

• GSOC/Support Center Leadership:

  Minimum of three years of proven supervisory experience managing a Global Security Operations Center (GSOC) or similar physical security management role in a fast-paced, global 24x7 environment.

• Global Security Operations Expertise:

  Strong knowledge of managing and operating enterprise security systems, including Access Control Software and IP camera systems, and familiarity with security incident management and global risk monitoring platforms.

• Emergency and Risk Planning:

  Demonstrated ability to develop, implement, and maintain emergency response plans and security procedures, including the authority to initiate critical mass communications during security or safety emergencies.

• Team and Vendor Management:

  Experience supporting security vendors and partners to ensure service level agreements are met and appropriate staffing levels are maintained for continuous, effective security coverage.

• High-Stakes Communication:

  Excellent verbal and written communication skills with the capacity to deliver detailed security briefings to senior leadership and handle/de-escalate high-pressure security situations effectively.

Bangalore, India