Global Security Operations Center Operator
Monitor physical security systems, open-source threat intelligence, and travel safety tools to maintain situational awareness and respond to global incidents impacting employee safety and business operations.
About the job
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.
Skills
Physical Security Systems, Access Control Systems, Acs, Intrusion Detection Systems, Ids, Video Surveillance Systems, Vss, Visitor Management Systems, Vms, Open-Source Intelligence, Osint, Mass Notification Tools, Travel Safety Applications, Incident Management, Critical Thinking
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