Security & Intelligence Operations Center - Triage Team Shift Leader

Truist Bank • Charlotte, NC

3d

About The Position

The Security and Intelligence Operations Center (SIOC) Shift Leader is responsible for shift schedules, shift training, shift quality assurance, and day-to-day shift operations. The SIOC Shift Leader will prioritize shift activities, act as an initial level of escalation, and provide empathetic service to SIOC clients. SIOC shift leaders are responsible for a day shift team or a mix of a flex and midnight shift team. The SIOC is the first line of defense for physical security risk events.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Perform in both a leadership and individual contributor role within a team that must intake, assess, communicate, and respond to criminal events, workplace violence threats, facility emergencies, and other physical security risks in accordance with SIOC policy and procedure.
Perform in both a leadership and individual contributor role within a team that must monitor multiple channels for risk events, including phone, email, and intelligence sources such as Everbridge VCC, Everbridge NC4, and DataMinr.
Ensure compliance with internal policy, procedure, and training guidelines.
Work closely with the SIOC Operations Lead to assess and escalate risk events.
Work closely with the SIOC Operations Lead to issue mass communications and incident reports.
Coordinate teammate schedules to ensure adequate shift staffing.
Ensure SIOC day, flex, or midnight shift teammates complete assigned training and certifications so that service levels are consistent across all shifts
Ensure that the SIOC team delivers empathetic and effective support to teammates, clients, and communities.

Requirements

• Associate's degree or equivalent education and related training or experience
• 2+ years of Corporate Security experience, or equivalent as demonstrated through work experience in law enforcement, the military, or other
• Exercise critical thinking in a high stress, call center type environment with multiple intake channels while coordinating teammate activities, case referrals, and escalations
• Ability to operate in multiple monitoring systems simultaneously
• Ability to rapidly intake and assess high risk security events for response and escalation
• Ability to master physical security workflows, process, and procedure
• Ability to coordinate and prioritize teammate activities as they respond to risk events to ensure timely and accurate completion of duties
• Basic computer skills in Microsoft outlook, word, and PowerPoint
• Flexibility to work in a 24 x 7 environment with multiple shift options and on-call status
• Excellent ability to communicate clearly in writing and in verbal briefings
• English (Required)

Nice To Haves

• 2+ years of experience in a security operations center (SOC) or similar function (in addition to Corporate Security Experience)
• Bachelor’s degree
• Demonstrated proficiency with Everbridge VCC and mass communication tool
• Demonstrated proficiency with DataMinr

Responsibilities

• Perform in both a leadership and individual contributor role within a team that must intake, assess, communicate, and respond to criminal events, workplace violence threats, facility emergencies, and other physical security risks in accordance with SIOC policy and procedure.
• Perform in both a leadership and individual contributor role within a team that must monitor multiple channels for risk events, including phone, email, and intelligence sources such as Everbridge VCC, Everbridge NC4, and DataMinr.
• Ensure compliance with internal policy, procedure, and training guidelines.
• Work closely with the SIOC Operations Lead to assess and escalate risk events.
• Work closely with the SIOC Operations Lead to issue mass communications and incident reports.
• Coordinate teammate schedules to ensure adequate shift staffing.
• Ensure SIOC day, flex, or midnight shift teammates complete assigned training and certifications so that service levels are consistent across all shifts
• Ensure that the SIOC team delivers empathetic and effective support to teammates, clients, and communities.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees