Event Monitoring Ctr Rep Assc
About The Position
At AEP, we’re more than just an energy company! We’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you! The Security Operations and Event Monitoring Center (SOEMC) is an industry-leading operations center that plays a vital role in keeping AEP safe and compliant. An Event Monitoring Center Rep Assoc will answer alarms and phone calls to help protect AEP assets, assist internal customers, and be the face of AEP Security. The SOEMC monitors alarms throughout AEP’s footprint at various facilities, answers the corporate Security hotline, and helps maintain NERC CIP compliance. The Event Monitoring Center Rep Assoc will oversee other SOEMC members and terminals to ensure AEP Security standards are met. Under direct supervision and using clearly defined procedures, responds to internal customers with security needs and addresses alarms using monitoring software. Handles basic level problems, uses existing procedures to solve routine or standard problems, and escalates other issues. Under minimal supervision and assisting with writing clearly defined guidelines, responds to internal customers with security needs and addresses alarms using monitoring software. Handles basic-level problems and provides solution options based on criticality. The role provides for the SOEMC and oversees the day-to-day operations of a 24/7 security monitoring and response function. Additionally, they lead efforts to detect, analyze, and respond to security incidents, ensuring timely resolution and minimal impact on the organization.
Requirements
- Excellent decision-making and problem-solving skills, plus verbal and written communication skills to technical and non-technical audiences of various levels in the organization
- Minimum of one (1) year of military, law enforcement, government, security, or related experience. This experience can be acquired through roles such as security officer, IT security analyst, safety coordinator, or compliance officer.
- Previous experience in a call center or customer service role, demonstrating strong communication and problem-solving skills.
Nice To Haves
- Familiarity with security systems and incident reporting processes.
- Ability to remain calm and professional in high-pressure situations, ensuring customer satisfaction.
- Knowledge of access control systems and NERC CIP compliance regulations is a plus.
Responsibilities
- Respond to incoming alarms using AEP’s monitoring software.
- Handles basic problems.
- Answers the security hotline and assists internal customers with basic security needs.
- Creates incident reports following standard procedure.
- Troubleshoots fundamental security systems problems and provides technician support where needed.
- Assist callers with access control or badge questions.
- Helps AEP maintain North American Electric Reliability Corporation (NERC) Critical Infrastructure Plan (CIP) compliance following existing procedures.
- Assists other operators and terminals to ensure standards are being met
Benefits
- In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
