Global Security Operations Center Operator
Twilio
Global Security Operations Center Lead Operator
Twilio
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $31 - $46 per hour
Job Level
Senior
About the role
- Maintain broad situational awareness over internal and external physical events impacting employee safety or business assets across Twilio’s global footprint
- Utilize physical security asset monitoring and surveillance systems to detect unauthorized access, suspicious activity, or other security incidents
- Monitor open-source threat intelligence and internal SaaS tools for situational awareness of persistent or emergency global events
- Serve as primary contact for employees with physical safety and security questions or concerns
- Dispatch security resources, escalate to crisis management teams, send broad communications or execute mass notifications during incidents
- Support access control and visitor management processes and manage security-related calls for service
- Maintain awareness of business travelers and personnel accessing Twilio facilities; review travel requests to elevated risk locations and cross-reference itineraries with external incidents
- Partner with local site security teams to escalate and dispatch resources for incident and alarm response
- Perform first point of incident intake across medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents
- Assess and triage events to determine impact to operations and maintain real-time incident documentation
- Dispatch and coordinate response with emergency response personnel and perform Life-Safety checks
- Communicate effectively to large audiences with situational awareness or tactical updates
- Participate in post-incident reviews and support projects to improve GSOC capabilities and SOPs
Requirements
- 3+ years of experience in a GSOC working environment
- 1+ years of experience in a lead operator role, or equivalent
- 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
- Customer service mindset (desired)
- Comfortable with a high-tech work environment (desired)
- Eager to learn new tools and processes (desired)
- Ability to work independently and as part of a team (desired)
- Proficiency in Google Suite (desired)
- Additional language proficiency (desired)
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