Embedded GSOC Supervisor

Job Description

About the Role

Sibylline is looking for experienced Global Security Operations Center (GSOC) Supervisors to join our team, working on-site, embedded within our clients rapidly evolving GSOC. Based in Seattle, WA, the Supervisor will lead a team of Operators who are responsible for access control, alarm monitoring, customer service, incident management, and other ad hoc tasks as needed. The GSOC Supervisor ensures that all operations are conducted in line with established policies and procedures and meet the client's standards. This position is under the direction of the Operations Manager.

Supervisors will work in a 24/7 environment monitoring various information systems, CCTV feeds, and alarm systems. The GSOC uses a variety of tools, ranging from access control and alarm monitoring systems to various business intelligence sources, open source media, and in-house tools. Supervisors will work with their Operators 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.

Duties and Responsibilities

Essential Functions

Draft, review, and distribute stakeholder notifications

Triage and manage incidents that cause business disruptions

Develop and mentor Operators through coaching, providing feedback, and managing conflict

Oversee quality control and oversight for all production, support, and staffing functions in conjunction with the Operations Manager

Work with the Operations Manager to identify process and quality improvements

Represent the GSOC in incident response meetings with stakeholders

Facilitate "tabletop" and drill exercises whilst on shift for continuous Operator training

Receive pass-down information from other shifts, and conduct shift briefings to provide updates, assignments, training, and contractual compliance

Provide back-up support and on-call functions as needed

Assess service statistics and prepare detailed reports on findings

Respond to escalated customer service issues in a timely manner

Collaborate with multiple departments to propose and implement solutions to customer challenges