SUMMARY DESCRIPTION (Brief Overview)
The SOC Manager is responsible for the proper functioning, maintenance and response of SCC operations, as well as, the supervision of those SOC operators assigned to them. The SOC Manager may also act in a supervisory role in the absence of the Site Operations or Shift Manager.
The SOC Manager must be a dependable professional, who is comfortable working in a fast-paced, high stress environment. This person must be detail oriented with the ability to accomplish several tasks at once and prioritize activities. Typing and general computer and keyboard knowledge is required. Because this person/position will interact extensively with other security personnel, the HP community, and outside agencies, a professional demeanor is required at all times.
RESPONSIBILITIES (Major Duties)
• Provide management/supervision and mentoring to SOC Operators for which they are responsible
• Responsible for the training/certification/re-certification program of all employees assigned to control centers (FTO)
• Provide frontline technical monitoring and support for integrated security systems issues such as:
• When possible oversee the dispatch of a resource to investigate an issue problem and visually verify the malfunction
• Perform a system recycling, if feasible
• Determine if an issue is software or hardware related
• Diagnose if an issue is acute or systemic
• Diagnose if an issue is localized or does it affect multiple facilities
• If acute and localized, determine if the issue is easily remedied with on-site resources?
• Determine if a problem can be temporarily repaired until the next working day?
• If after all these steps the issue is determined to be widespread, critical and/or representing a serious safety, security or business interruption, make contact with the shift manager and/or the systems support technician
• SOC Manager acts as initial Incident Command Officer during emergencies until relieved by an acting authority
• Interacts with a variety of persons including: clients, visitors, public safety officials, employees and the general public
• Enforce client and company policies and procedures; assists shift managers with employee evaluations, promotions, and disciplinary actions
• May observe alarm, CCTV, phone lines, life safety and other monitoring systems in order to promptly respond to, compile and report all information in regards to theft, alarms, accidents, hazardous material releases, fires and other incidents that may occur
• May monitor the movements and locations of security personnel in order to expedite service requests, emergency responses and to ensure employee safety
• Responsible for the proper operation and monitoring of all life safety, gas storage, access control and loss prevention systems and related sub-systems
• May supervise or initiate emergency notification calls, including 911 assistance requests and possess extensive knowledge of emergency response procedures
• May assist in the generation of incident and Security Operations Database reports
• May respond to system alarms and notifies the appropriate response resources as directed by procedure
• Responsible for the proper operation, auditing, and monitoring of all security telephone, paging, radio and intercom communication systems
• Maintains and updates the SOC flipcharts (REWS Contact numbers, Security contact numbers and related processes)
• Assists Shift Manager in creating/administering reactionary site drills weekly
• Maintains and submits updates on revised SOC training manual procedures as required and directly supervise SOC training
• Collects/maintains response/distribution times of regional SOC/Business Fundamental Table (BFT) reporting information; Emergency Response Times, General Response Times
• Maintain/revise Regional SOC qualification exam and certification check list
• Observe and report all unusual/unsafe activity
• Report all building utility/ service/ life safety issues to the appropriate responders
• Notify, assist and direct external emergency personnel and internal emergency response teams (ERT) as necessary
• Facilitate security access of authorized personnel into building including visitors and their employee sponsors, client employees and / or contractors
• Keep detailed records of activities
• May acknowledge alarms and assign personnel to investigate
• Prepare all required written reports, including but not limited to Incident Reports and all required logs
SKILL REQUIREMENTS (To Perform Job Duties)
• Must have sufficient hearing to respond to normal verbal speech, alarm signals, radio and telephone communications
• Must have sufficient visual acuity to read and understand tenant rosters, employee listings, post orders, maps, computer screens, check identification (such as company badge and drivers license) and to distinguish the faces of employees, contractors and visitors
• Genuine interpersonal and Quality customer service skills including: a capacity to be firm but fair; capable of articulating thoughts and ideas in a manner that is direct but not discourteous; an ability to inspire others to accomplish tasks and work together
• Must have a command of the English language that is easily understood
• Excellent verbal and written communications
• Extensive radio communications experience
• General computer and keyboard knowledge, excellent telephone skills strong typing skills
• Ability to multi-task and prioritize
• Ability to handle emergency situations and remain calm under pressure
• Ability to work independently while also being a team player
• Previous experience with Security and Security Operations Centers required
• Experience with Lenel or Infographics alarm monitoring systems desired
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