Embedded GSOC Supervisor (Second Shift)

About the Role (This is a Second Shift Position)We are looking for an experienced Global Security Operations Center (GSOC) Supervisor ​to join our team. You will lead a team responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. You will ensure that all operations are conducted in line with established policies and procedures and meet the client’s standards. You will work in a 24/7 environment using a variety of tools ranging from access control and alarm monitoring systems to various business intelligence sources, open-source media, and in-house tools 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.Your responsibilities in this position​Draft, review, and distribute stakeholder notificationsTriage and manage incidents that cause business disruptionsDevelop and mentor Operators through coaching, providing feedback, and managing conflictOversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations ManagerWork with the Operations Manager to identify process and quality improvementsRepresent the GSOC in incident response meetings with stakeholdersFacilitate “tabletop” and drill exercises for continuous Operator trainingConduct shift briefings to provide updates, assignments, training, and contractual complianceProvide back-up support and on-call functions as neededAssess service statistics and prepare detailed reports on findingsRespond to escalated customer service issues in a timely mannerCollaborate with multiple departments to propose and implement solutions to customer challenges