Security Operations Center SOC - Operator - San Juan, PR

UnitedHealth Group•San Juan, PR

13h

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 in a 24/7 operational environment. The role requires continuous situational awareness, sound judgment under pressure, alert validation to minimize false positives, and timely coordination of responses according to established standard operating procedures. The operator monitors and triages security events, determines likely causes using camera views, badge and access logs, and incident history, and dispatches or notifies appropriate response teams. The role also includes incident collaboration, escalation, accurate reporting and documentation, evidence chain-of-custody, shift handoffs, audit and metrics support, and compliance with confidentiality, privacy, and regulatory requirements, including HIPAA/PHI handling. This position operates on assigned schedules and rotating shifts, including nights, weekends, and holidays. Availability to support coverage during critical incidents and other high-risk operational periods is required, as is mandatory overtime when operationally necessary. An English proficiency assessment will be required after application.

Requirements

At least 1 year 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.
Solid triage, critical-thinking, and decision-making skills under time pressure.
Clear, professional verbal and written communication and strong incident documentation discipline.
Fluency in English and Spanish.
Ability to work rotating shifts, including nights, weekends, and holidays, and remain effective during long monitoring periods.
Demonstrated commitment to confidentiality and appropriate handling of sensitive information.
Ability to meet mandatory overtime requirements when operationally necessary.
Pass a drug test before beginning employment.

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

Monitor intrusion alarms, AI video analytics alerts, access control events, and live VMS feeds for critical facilities.
Maintain operational awareness of site maps, floor plans, alarm zones, and camera layouts to orient quickly to events.
Triage and validate alerts using associated camera views, badge/access logs, and prior incident history to determine root cause and minimize false positives.
Dispatch on-site security or guard forces, facilities, or maintenance as appropriate, and notify local law enforcement according to escalation criteria and jurisdictional guidance.
Establish or join incident collaboration channels and capture incident timelines and actions.
Escalate incidents according to severity, risk level, and established protocols.
Create accurate incident reports, alarm tickets, and shift logs aligned with SOPs and SLAs.
Maintain evidence chain-of-custody and ensure records are retained according to policy and regulatory requirements.
Contribute to daily shift briefs, handoffs, and post-incident after-action reviews.
Support audits and metrics reporting, including acknowledgment, validation, dispatch, and resolution times.
Follow confidentiality, privacy, and regulatory requirements, including HIPAA/PHI handling and data protection standards.
Maintain alertness and professionalism during extended monitoring periods and support coverage needs during critical incidents and other high-risk operational periods.
Adhere to assigned schedules, shift rotations, and mandatory overtime requirements when operationally necessary.
Exercise sound judgment, discretion, and professionalism when handling sensitive or confidential information; follow ethical standards and corporate security policies.
Remain calm during high-stress or high-impact incidents and collaborate with Corporate Security, Facilities, IT, Executive Protection, and external partners as needed.