SOC Operator/Specialist

Key Responsibilities

A. CCTV Surveillance and Monitoring

• Monitor CCTV cameras and surveillance systems to identify suspicious activities, security breaches, and unauthorized access.
• Maintain continuous vigilance over designated sites and critical areas.
• Immediately report unusual activities, safety hazards, and security violations to the concerned supervisor.
• Review recorded footage whenever required for incident investigation and verification.
• Must have working knowledge of Genetec Security Center software for and centralized security monitoring.
• Monitor live camera feeds and access recorded video footage through the Genetec platform as required.
• Operate available video management and access control features in accordance with authorized access permissions.
• Identify suspicious activities, security breaches, and unusual movements through live and recorded surveillance.
• Retrieve, review, and preserve relevant CCTV footage for incident investigation, subject to authorization and company procedures.

B. Incident Management and Escalation

• Receive, record, and escalate security incidents, emergencies, alarms, and client complaints.
• Coordinate with site security officers, field officers, QRT teams, and emergency response teams.
• Follow the established escalation matrix and ensure timely communication during critical incidents.
• Maintain an accurate incident log, including the date, time, location, nature of the incident, and action taken.

C. Communication and Coordination

• Maintain effective communication with site supervisors, security guards, operations teams, and management.
• Monitor radio communication, telephone calls, and other designated communication channels.
• Provide immediate updates to the concerned stakeholders during emergencies.
• Ensure proper shift handover and communicate all pending issues to the incoming operator.

D. System and Control Room Management

• Ensure the proper functioning of CCTV systems, access control systems, alarm systems, and communication equipment.
• Report technical faults, camera failures, connectivity issues, and system downtime to the IT or technical team.
• Maintain the confidentiality and security of surveillance footage, passwords, and operational information.
• Ensure that no unauthorized person accesses the SOC control room or monitoring systems.

E. Reporting and Documentation

• Prepare daily monitoring reports, incident reports, alarm reports, and shift handover reports.
• Maintain records of incidents, emergency calls, system failures, and escalation actions.
• Ensure that all reports are accurate, complete, and submitted within the prescribed timelines.
• Preserve incident-related footage and records in accordance with company policy and authorized instructions.

F. Emergency Response and Compliance

• Follow established Standard Operating Procedures (SOPs) during emergencies, security breaches, fire incidents, and other critical situations.
• Support emergency response coordination and provide accurate information to the response team.
• Comply with company policies, client requirements, confidentiality standards, and security protocols.
• Perform any other security monitoring duties assigned by the reporting manager.

3. Qualifications and Experience

• Minimum qualification: 10+2; graduation will be an advantage.
• 13 years of experience in CCTV monitoring, security operations, control room operations, or a similar role is preferred.
• Experience in security services, facility management, or command and control centre operations will be an advantage.
• Basic computer knowledge and proficiency in MS Office or reporting systems are desirable.
• Ability to work in rotational shifts, including night shifts, weekends, and holidays.

4. Required Skills and Competencies

• Strong observation and alertness.
• Good verbal and written communication skills.
• Basic computer and CCTV monitoring skills.
• Ability to respond calmly during emergencies.
• Quick decision-making and problem-solving abilities.
• Attention to detail and accurate documentation.
• Ability to follow escalation procedures and work in a team.
• High level of integrity, discipline, and confidentiality.

5. Key Performance Indicators (KPIs)

• Timely detection and escalation of security incidents.
• Accuracy and completeness of incident reports and monitoring logs.
• Compliance with SOC monitoring protocols and SOPs.
• Timely reporting of system failures and technical issues.
• Quality of shift handovers and communication with site teams.
• Adherence to attendance, punctuality, and shift discipline.
• Confidentiality and proper handling of surveillance footage and security information.