Overview:
This role is crucial for maintaining the integrity of our operations, with a focus on system monitoring functions (70%) and incident management (30%). The ideal candidate will be adept at maintaining focus on a variety of ongoing activities, responding to incidents, conducting thorough investigations, communicating effectively, and collaborating with other teams.
Key Responsibilities:
- Monitor & respond to:
- Facility alerts/Incidents to include:
- High humidity, High Temp, Power Failure/Fluctuations (Facility-Wide)
- Infrastructure alerts/alarms to include:
- Intrusion Detection Systems (IDS) or Access Control Alerts, Server Performance or System Failure Alerts, and Network Connectivity Failure
- Collaborate as a member of a global team, coordinating handoffs of ongoing issues and ensuring that timely effort is made in post-incident workflows.
- Serve as the primary point of contact for all site-specific alerts and issues, taking command as needed.
- Prepare detailed incident reports, outlining analysis methodologies and results.
Basic Qualifications:
- Minimum of 3 years' experience in a command center, service center, or similar 24x7 operations center environment.
- Proficient in triaging multiple incidents, with the ability to prioritize based on risk and confidence levels.
- High proficiency in IT applications, with fast and accurate keyboard skills (minimum 25wpm).
- Basic understanding of technical elements related to security systems, including IP networks, servers, LAN/WAN.
- Excellent verbal and written communication skills, with the ability to work independently, meet goals, and maintain attention to detail.
- Demonstrated ability to interact effectively at all levels within the organization, including with clients, while being a collaborative team player.
- Basic knowledge of data protection policies, such as GDPR, and the importance of securing sensitive information.
Preferred Qualifications:
- Ability to work well under pressure, within time and budget constraints, to solve problems and complete security deliverables.
- Experience with security systems such as Lenel, Avigilon, SOAR, SAOS, Grafana, and familiarity with Genetec, AMAG, Software House, Hirsch, S2, and other ACS, VMS, IDS, and CCTV systems is highly desirable.
- Relevant working knowledge or certifications in the aforementioned systems will be considered a plus.
