Operations Lead (Swing Shift)

Position Summary

The Global Security Operations Center (GSOC) Team Lead is responsible for supervising day-to-day activities of GSOC analysts during assigned shifts. This role provides real-time guidance, quality control, and escalation support to ensure effective monitoring, incident management, and timely communication. The Team Lead serves as the first line of leadership within the GSOC, ensuring operational consistency, adherence to procedures, and continuous situational awareness across global operations.

Key Responsibilities

1. Shift Supervision & Daily Operations

• Oversee and coordinate the activities of GSOC analysts during shift operations.
• Ensure continuous monitoring of global incidents, alarms, intelligence feeds, and operational risks.
• Serve as the primary point of contact for escalations during shift hours.
• Manage shift handovers, ensuring clear communication and continuity between incoming and outgoing teams.
• Ensure all Standard Operating Procedures (SOPs) and escalation matrices are followed.

• Lead real-time incident triage, analysis, response coordination, and documentation.
• Ensure timely escalation of critical incidents to GSOC leadership, regional security managers, or crisis teams.
• Review incident reports for accuracy, completeness, and compliance with reporting standards.
• Support incident investigations, after-action reviews, and follow-up tasks.

• Provide guidance and support to analysts on proper procedures, threat assessment, and system usage.
• Assist with the onboarding and training of new analysts.
• Conduct informal coaching and provide feedback to improve analyst performance and situational awareness.
• Foster teamwork, communication, and collaboration across shifts.

• Ensure GSOC monitoring platforms, communication tools, and security systems are fully operational.
• Assist analysts with troubleshooting issues related to surveillance systems, access control platforms, mass notification tools, and intelligence systems.
• Identify and escalate system outages or performance issues to IT and GSOC management.
• Maintain system health logs, issues trackers, and shift notes.

• Supervise real-time intelligence gathering, threat verification, and dissemination of alerts or advisories.
• Ensure high-quality analysis and situational updates during major events or emerging threats.
• Support travel risk monitoring, asset protection, and executive security activities as needed.

• Ensure all incidents, alarms, and logs are documented accurately and in a timely manner.
• Conduct spot checks and review analysts' work for compliance with SOPs.
• Maintain awareness of all GSOC protocols, updates, and system changes.
• Promote operational discipline and adherence to confidentiality and data-protection standards.

• Compile shift summaries, incident logs, and operational updates for GSOC leadership.
• Ensure communication is clear, professional, and aligned with organizational reporting standards.
• Provide recommendations to improve reporting, workflow, or process efficiency.

Required Qualifications

• 2-4+ years of experience in a GSOC, security operations, intelligence analysis, or similar environment.
• Demonstrated leadership experience (formal or informal-shift lead, senior analyst, trainer, etc.).
• Strong understanding of threat monitoring, incident management, and GSOC technologies.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize, and remain calm under pressure.

Preferred Qualifications

• Experience supporting or leading within a 24/7 global operations environment.
• Familiarity with mass notification systems, VMS/CCTV platforms, access control systems, and intelligence tools.
• Emergency management, intelligence, or security certification (e.g., CMCP, CPP, PSP, CEM).

Core Competencies

• Leadership & mentorship
• Situational awareness
• Multitasking and decision-making
• Incident assessment & escalation
• Communication & teamwork
• Technical proficiency
• Attention to detail & quality control

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.