Global Security Operations Center Operator

Twilio•Us,

37d•Remote

About The Position

This position is needed to maintain a broad situational awareness over internal and external physical events that could impact employee safety or pose a threat to business assets or operations across Twilio’s global footprint. GSOC Operators monitor a variety of data sources including internal access control systems, external incident aggregators, travel safety applications, and general open source reporting materials. GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns. When an incident occurs, the GSOC Operator may dispatch security resources, escalate to crisis management teams, send broad communications to Twilio employees, or execute a mass notification to account for employee safety.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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