Security Operations Center SOC - Operator - San Juan, PR

UnitedHealth Group•San Juan, PR

3d•Onsite

About The Position

The SOC Operator safeguards people, assets, and operations by monitoring, investigating, and coordinating responses to intrusion alarms, AI‑based camera alerts, access control events, and live surveillance feeds within 24/7 operational environment. This role requires continuous situational awareness, sound judgement under pressure, validates alerts to minimize false positives, and coordinates timely response per established standard operating procedures (SOPs).

Requirements

1+ years of experience in a Security Operations Center, control room, emergency communications center, or 24/7 operational environment
Proficiency with intrusion alarm systems, VMS/CCTV, and AI‑driven video analytics platforms
Proven solid triage, critical thinking, and decision‑making skills under time pressure
Proven clear, professional verbal/written communication; excellent incident documentation discipline
Fluency in English and Spanish
Ability to work rotating shifts (nights/weekends/holidays) and remain effective for long monitoring periods
Demonstrated commitment to confidentiality and appropriate handling of sensitive information appropriately

Nice To Haves

Experience coordinating with Executive Protection, facilities, IT, and public safety partners
Experience supporting enterprise level or multi-site security operations
Exposure to performance metrics, SLAs, or compliance operational environments
Familiarity with access control systems, badge event review, and alarm/video integration workflows

Responsibilities

Actively monitor intrusion alarms, AI video analytics alerts, access control events, and live VMS feeds for critical facilities
Maintain site operational awareness (maps, floor plans, alarm zones, camera layouts) to quickly orient on events
Triage and validate alerts to determine root cause using with associated camera views, badge/access logs, and prior incident history
Dispatch on‑site security/guard force, facilities, or maintenance as appropriate; notify local law enforcement per escalation criteria and jurisdictional guidance
Stand up or join incident collaboration channels; capture incident timeline and actions
Escalate incidents appropriately based on severity, risk level, and established escalation protocols
Create accurate incident reports, alarm tickets, and shift logs aligned to SOP/SLAs
Maintain chain‑of‑custody for evidence and ensure records are retained per policy and regulatory requirements
Contribute to daily shift briefs, handoffs, and post‑incident after‑action reviews (AARs)
Support audits and metrics reporting (acknowledgment time, validation rate, dispatch time, resolution time)
Follow all confidentiality, privacy, and regulatory requirements (e.g., HIPAA/PHI handling, data protection standards)
Operate effectively in a 24/7 Security Operations Center environment, including nights, weekends, and holidays
Maintain a high level of alertness and professionalism during extended monitoring periods
Demonstrate flexibility and availability to support coverage needs during critical incidents, severe weather events, holidays, or other high-risk operational periods
Adhere to assigned schedules, shift rotations, and mandatory overtime requirements when operationally necessary
Exercise sound judgment, discretion, and professionalism always when handling sensitive or confidential information
Follow ethical standards and corporate security policies without exception
Maintain a calm, composed approach during high-stress or high-impact incidents
Collaborate effectively with internal teams (Corporate Security, Facilities, IT, Executive Protection) and external partners as needed