Security Operations Center Operator

Titan Security Group•Milwaukee, WI

About The Position

Titan Security is hiring a detail-oriented SOC / Dispatch Operator to monitor security systems, handle communications, and coordinate emergency response for a major regulated electric and natural gas utility provider. The role serves as a central hub for emergency and non-emergency calls-for-service and requires sound real-time decisions with limited supervision in a fast-paced environment. The operator monitors security access systems, communications, work orders, and alarms; coordinates with security teams and emergency responders; documents shift activity and incidents; and supports SOC operations, training, and team supervision. The position also provides customer service to internal employees, field staff, and external partners.

Requirements

High school diploma or GED.
Exceptional written and verbal communication, active listening, and customer service abilities.
Strong multitasking capabilities and high attention to detail under pressure.
Comfort navigating multi-monitor setups, alarm monitoring software, dispatch systems, MS Office (Excel/Word), and workforce management platforms.
Ability to pass a pre-employment drug screen and comprehensive criminal background check.
Currently hold a Wisconsin Private Security License or have the ability to obtain one.

Nice To Haves

Prior experience as a SOC Operator, Security Dispatcher, or Call Center Operator in a fast-paced environment.
Experience in utilities, critical infrastructure, or corporate security operations.
Associate degree or security coursework.

Responsibilities

Monitor security access systems, email inboxes, work orders, communication channels, and alarm feeds.
Prioritize and process incoming information according to SOC protocols.
Acknowledge alarms and dispatch security personnel or emergency responders as needed.
Serve as the central hub for emergency and non-emergency calls-for-service via phone and email workstations.
Escalate and report operational matters directly to the SOC Manager, Director of Operations, and senior management in real time.
Coordinate emergency incidents with on-site security teams, external emergency personnel, and internal Emergency Response Teams.
Handle escalated security issues and make decisions based on established SOPs and scenario-based training.
Assist with team supervision and support, including scheduling, timekeeping, training, and operational coaching.
Participate in scenario-based security drills, routine training, and special projects.
Compile daily shift reports, shift pass-downs, and incident reports according to SOC protocols.
Compile monthly, quarterly, and annual SOC statistical data and account trends.
Provide customer service to internal employees, field staff, and external partners.
Perform other operational tasks and duties of a similar scope as assigned.