Security Operations Center Shift Supervisor

Job Description

About The Company:
Our Client is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations Services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. It’s 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. .

The Role:
The SOC Shift Supervisor will be responsible for managing a team of SOC Operators who assess, analyze, and respond to global security incidents. This role will oversee the execution of standard operating procedures and quality assurance. When necessary, the Shift Supervisor will need to demonstrate the ability to monitor cameras and alarms, dispatch associated calls via telephone, operate access control technology, and provide general assistance to SOC Operators. The Shift Supervisor will be required to partner with crisis management stakeholders and facilitate necessary escalations. Specifically, incidents may range from extreme weather conditions, political instability, crime, terror, civil unrest, and other personnel issues. In addition, the Supervisor will be accountable for customer service tasks that provide critical information and assistance to travelers, static employees, and potential third parties

Key Responsibilities:
Manage a team of SOC Operators on multiple shifts supporting 24/7/365
Oversee the daily operations of the SOC.
This includes, but is not limited to the following:
Training
Shift Scheduling
Time and Attendance
Performance Achievement
Career Development
Leadership Briefings
Conduct training and tabletop exercises as necessary for SOC operators to improve on SOC protocols, operator proficiency, and readiness
Demonstrate expertise developing guidance procedures, and review processes and workflows to create efficiencies.
Work collaboratively with the SOC and security team members to prepare for, respond to, and recover from all incidents and crisis events that may impact.
Communicate and disseminate information, using established communication processes.
Ensure senior security management is apprised of all significant local and global events in real-time, and documentation is maintained.
Liaise, notify, assist, and direct external emergency personnel and internal resources as necessary.
Interface with security officers, managers, guard force, facilities management, and other operations support functions.
This position requires schedule flexibility. Candidate must be willing to observe, coach, and communicate with all shifts, and on weekends and holidays as necessary.
The Shift Supervisor will fulfill the role of a SOC Operator as needed, which includes but is not limited to answering routine and emergency calls, monitoring alarms, and video equipment including fire alarms, door alarms, and duress alarms.
Perform other tasks and duties of a similar nature and scope as assigned

Skills Required:
Preferred Skills:
Language Skills: Bilingual (English, Hindi)

Professional Skill Requirements:
Great active listening skills
Rapport building skills
Patient and empathetic attitude
Adaptability and flexibility
Ability to analyze threats and envision potential or real time impact to operations
Attention to detail, excellent reading and writing abilities, and highly effective communication skills.
Utilize sound judgement to determine actions required when dealing with employees.
Demonstrated analytical and problem-solving skills.
Must be flexible and possess the ability to function in highly stressful situations with changing priorities.
Proficient computer skills to include Microsoft Office applications (e.g., Word, Excel, Outlook, etc.)
Mediate conflict with tact and diplomacy
A dependable team player with business maturity, enthusiasm, and a positive attitude.
Highly motivated, self-starting individual with ability to multi-task and manage to timelines.
Excellent customer service skills & written/oral communication skills.
Must be able to work with and protect highly confidential information
Research and critical thinking skills for identifying, collecting, and evaluating data in order to draw logical and actionable conclusions.
Strong decision-making ability during emergency situations.
Demonstrated ability to drive organizational change, change management
Ability to influence and build strategic vision
A working knowledge of security principles, concepts, and technologies
Experience as an Accenture SOC Shift Supervisor is strongly preferred

Qualifications & Experience:
Bachelor’s degree
A minimum of 2 years of experience in security operations or similar operations center
A minimum of 2 years of experience working with Intrusion Detection, Access Control, CCTV systems and risk monitoring.
Minimum 2 year supervisory experience in a Security Operation or Command Center role.