Global Security Operations Center Operator

Monitoring and Surveillance

• Utilize various physical security asset monitoring and surveillance systems to detect potential unauthorized access, suspicious activity, or other security incidents
• Monitor open-source threat intelligence and other internal SaaS tools to maintain situational awareness of persistent or emergency global events with potential or direct impact to operations

Security Operations Support

• Support access control and visitor management processes
• Manage security-related calls for service and provide general guidance to employees, vendors, and guests
• Maintain awareness of business travelers and personnel accessing Twilio facilities
• Partner with local site security teams to escalate and dispatch resources for incident and alarm response
• Review travel requests to elevated risk locations, assist travelers through the approval process, and cross-reference live itineraries with external incidents

Incident Management

• Perform the first point of incident intake across a variety of emergencies, including medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents
• Assess and triage events and incidents to determine their impact to operations
• Dispatch and coordinate response with emergency response personnel
• Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted
• Maintain real-time incident documentation for reporting and analysis
• Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions
• Participate in post-incident reviews to document and implement corrective action and improvements to future response

Operational Excellence

• Maintain a strong understanding of security and emergency standard operating procedures
• Utilize critical thinking and problem solving skills to analyse situations and implement solutions
• Support large projects that will improve Twilio’s GSOC capabilities and initiatives

Required Qualifications

• 3+ years of experience in a GSOC working environment
• Experience with physical safety and security technology, systems (ACS, IDS, VSS, VMS), travel safety, and mass notification tools
• Experience with open-source intelligence (OSINT) research tools
• Strong critical thinking and problem-solving skills
• Proven ability to follow standard operating procedures and playbooks
• Ability to prioritize tasks in a fast-paced environment
• Ability to stay calm, professional, and think clearly in high-stress situations
• Ability to communicate clearly and concisely; verbal and written
• Ability to work ‘non-standard’ shift hours, to overlap as needed with colleagues and stakeholders in other global locations, including weekend and holiday hours
• English Language Proficiency

Desired Qualifications

• Customer service mindset
• Comfortable with a high-tech work environment
• Eager to learn new tools and processes
• Ability to work independently and as part of a team
• Proficiency in Google Suite
• Additional Language Proficiency

Shift Details

• Variable (8–10-hour shifts)
• Must be flexible to work holidays, weekends, and occasional overtime.

Travel

• Approximately 10% travel is anticipated to help you participate in project or team in-person meetings.