Duty Operator (Weekends) - Oakville

Oakville, ON

2d•Onsite

About The Position

As a Duty Operator in our Security Operations Centre (SOC), you are the critical coordination point between clients, field staff, and emergency services. You will monitor live security systems, manage incoming communications, and ensure timely, accurate responses to incidents across multiple sites. This is a high-responsibility, fast-paced role where strong judgment, communication, and multitasking skills directly impact operational success and public safety. You will also play an important role in supporting continuous improvement initiatives, including Lean Six Sigma projects and ISO 9001 Quality Management System compliance.

Requirements

2–5 years of experience in one or more of the following: Security Operations Centre (SOC), Security dispatch or emergency communications, Public safety communications, High-volume call center or control room environment
Strong multitasking ability across multiple communication channels (phone, radio, systems)
Excellent communication, customer service, and conflict resolution skills
Ability to stay calm, focused, and decisive under pressure
Strong organizational skills and attention to detail
Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook)
Ability to work flexible shifts (days, evenings, nights, weekends, holidays)
Post-secondary education or equivalent experience
Minimum 5 years Canadian residency (security clearance requirement)

Nice To Haves

Experience with ISO 9001 Quality Management Systems
Internal audit or compliance experience
Lean Six Sigma (Green Belt or higher)
Experience with KPI reporting, root cause analysis, and process mapping
Familiarity with security management systems, CCTV, access control, or dispatch software
Background in emergency communications or operations centres

Responsibilities

Monitor alarms, CCTV, access control systems, GPS tracking, and other security platforms
Receive, prioritize, and manage high-volume communications across phone, radio, and digital channels
Coordinate and dispatch security personnel and emergency response resources
Maintain real-time communication with field staff to ensure effective service delivery
Respond to incidents with professionalism, urgency, and sound judgment
Document all occurrences accurately in incident management systems and logs
Escalate critical events in accordance with established protocols
Monitor staffing, shift coverage, and resource availability
Support KPI tracking, reporting, and operational performance analysis
Participate in process improvement initiatives (Lean Six Sigma / continuous improvement)
Support ISO 9001 activities including documentation, audits, and corrective actions (CAPA)
Conduct post-incident reviews and root cause analysis to improve future outcomes
Maintain compliance with internal policies, client requirements, and applicable legislation