CCTV & ACS Operations - L2

The L2 Engineer CCTV & Access Control Systems (ACS) Operations will be responsible for advanced troubleshooting, operational support, maintenance, incident handling, reporting, failover validation, and technical coordination for enterprise-scale CCTV & ACS infrastructure in a 24x7 critical environment. The role involves handling escalated incidents, supporting system administration activities, ensuring service availability, and maintaining operational stability of CCTV & ACS applications and infrastructure.

Key Responsibilities

CCTV & ACS Operations

• Manage day-to-day operations of CCTV & ACS systems across the airport environment.
• Ensure smooth functioning, operational stability, and availability of CCTV & ACS infrastructure.
• Monitor system health, performance, and proactively identify operational risks with mitigation measures.
• Conduct periodic health checks of CCTV cameras, ACS devices, servers, storage, and applications.

Incident Management & Troubleshooting

• Analyze incidents, perform troubleshooting, provide workarounds, and implement permanent fixes within defined SLA timelines.
• Handle escalated incidents from L1 teams and coordinate field-level issue resolution.
• Troubleshoot hardware, software, network, application, and integration-related issues for CCTV & ACS systems.
• Manage critical/escalated incidents and ensure timely restoration of services.
• Provide technical guidance and troubleshooting support to L1 engineers.

System Administration & Maintenance

• Support installation, configuration, maintenance, and troubleshooting of application software, service packs, patches, and system components.
• Manage firmware upgrades of CCTV cameras, ACS devices, and associated infrastructure.
• Perform preventive maintenance activities and support lifecycle management initiatives.
• Handle patch deployment activities and support antivirus compatibility validation.

Failover, Backup & Validation

• Perform failover testing and restoration validation to ensure system resiliency.
• Verify backup status, recovery readiness, and restoration activities for applications and servers.
• Support disaster recovery readiness and system continuity validation.

Device Configuration & Infrastructure Support

• Configure, test, troubleshoot, and maintain CCTV cameras, ACS devices, analytics systems, and integrated infrastructure.
• Support CCTV analytics calibration, integration, testing, and implementation activities.
• Diagnose device-level faults and coordinate restoration with OEMs/vendors where required.

Operations Governance & Documentation

• Prepare and share operational reports, incident summaries, and system health status with stakeholders.
• Verify and validate activities performed by L1 support teams.
• Maintain operational documentation, incident records, SOPs, change records, PIRs, and CIRs.
• Support implementation of operational procedures, standards, and guidelines.

Change, Risk & Asset Management

• Support operational change implementation, maintenance activities, and planned interventions.
• Identify risks, Single Point of Failures (SPOFs), End-of-Life (EOL), and End-of-Support (EOSL) components and recommend mitigation plans.
• Manage asset tracking, spare inventory, and system availability requirements.
• Support capacity planning and infrastructure optimization activities.

Required Skills

• Strong knowledge of CCTV Surveillance Systems and Access Control Systems (ACS) architecture and operations.
• Hands-on experience with Milestone VMS, AC2000, CCTV Analytics, and system integrations.
• Good knowledge of Windows Server, networking, failover, backup, and restoration processes.
• Understanding of ITSM processes including Incident, Change, Problem, and SLA Management.
• Strong troubleshooting, coordination, and technical problem-solving skills.
• Experience in handling escalated operational incidents in a 24x7 environment.

Preferred Skills

• Experience in airport, critical infrastructure, or large enterprise security operations.
• Exposure to OEM coordination, firmware upgrades, and security system integrations.
• Knowledge of CCTV analytics, video intelligence, and enterprise surveillance ecosystems.

Educational Qualification

• Bachelors Degree/Diploma in Engineering, Electronics, IT, Computer Science, or related field.
• Relevant certifications in CCTV, ACS, Networking, Server Administration, or ITIL preferred.

Experience Required

• 5 - 9 years of experience in CCTV & ACS operations, support, and troubleshooting.
• Experience in enterprise-scale or mission-critical environments preferred