GSOC Operator

Role & responsibilities

Lead, mentor, and manage a team of GSOC analysts, overseeing scheduling, training, and performance

evaluations to ensure high operational standards.

Oversee and coordinate dispatch of security officers, facilities, and on-site EMS personnel via telephone

and/or radio during security or medical incidents.

Manage and prioritize intelligence feeds, escalating critical threats to ServiceNow employees and offices

through incident management channels, ensuring timely and effective resolution.

Act as the primary point of contact for routine and emergency calls, maintaining composure and providing

clear guidance to callers, including those in distress.

Implement and maintain meticulous data tracking systems for security equipment maintenance, ensuring

end-to-end repair completion and escalating issues to the Systems Team.

Develop and execute communication strategies to disseminate critical information to key business partners

with speed, accuracy, and clarity.

Drive project management initiatives, including the coordination of security system upgrades, maintenance

of radios, alarm systems, telephonic equipment, CCTV, and integrated technologies.

Oversee the compilation and reporting of incidents, including thefts, alarms, and accidents, ensuring

accurate documentation and timely escalations.

Supervise CCTV monitoring, threat detection, and alarm tracking, implementing process improvements to

enhance efficiency and accuracy.