Security Operation Service II

Job Overview: Targets are representative; actual goals vary by client/site. Emphasis on SLA adherence, audit readiness, quality, and safety.

• Grade 1 - Coordinator

• Access request SLA 95% within defined time (e.g., 8 business hours) for standard profiles.
• Data accuracy 98.5% for access lists, shipment logs, and incident fields.
• CCTV evidence requests fulfilled 97% within SLA.
• Complete weekly checklists (health checks, badge reviews) with 100% on-time rate.

• Access recertification completion 98% by deadline; badge revocations 24 hours from deprovision triggers.
• Shipment compliance variance 0.5%; zero unlogged hand-carries.
• Media destruction certificates reconciled 100% within 10 business days of collection.
• Deliver 1-2 process improvements/quarter with measured impact (5% cycle-time reduction or error reduction).

• Audit results: no major findings; corrective actions closed 30 days.
• Incident MTTA 30 min and MTTR target for physical incidents in owned region; publish RCAs for P1 events.
• CCTV/VMS uptime 99% across owned sites; proactive maintenance plan executed.
• Lead a regional project (e.g., access tool upgrade, POP onboarding) on time/on budget; train team on new SOPs.

• Global/regional access compliance 99%, stockout of credentials/consumables 1%.
• Achieve 15% YoY improvement in a key KPI (MTTR, audit cycle time, recertification lead time, or incident rate).
• Vendor SLA compliance 98%; publish monthly ops review and risk register; close high-risk items 14 days.
• Standardize SOPs/tooling across sites with 95% adoption; maintain governance cadences.

Security analyse trends; escal per playbooks; track MTTA/MTTR. Maintain incident records and after-action reviews; support corrective/preventive actions. Access Control maintain RBAC; run periodic access recertifications. Administer badge/reader/door groups; oversee CCTV/VMS health checks, evidence retrieval, and retention practices. Shipment validate deliveries and returns; enforce vendor and employee hand‑carry protocols. Maintain custody records linking shipments, work orders, and asset IDs. Media Handling manage lockbox/storage boxes; reconcile certificates of destruction. Track bad media, create reports, and drive remediation. Hardware coordinate on‑site remote hands. Diagnose physical security hardware (cameras, NVR/VMS, controllers, readers, sensors) and coordinate vendor repairs. Operations assess security impacts; submit/approve change requests as required. Create and maintain SOPs/MOPs and knowledge base articles; train partners and vendors. Data Accuracy perform internal/external audits; reconcile discrepancies across portals. Produce weekly/monthly dashboards covering KPIs, incidents, and audit status. Vendor manage scheduling, site access, and performance. Conduct QBRs; track SLAs/OLAs; follow up on action items to closure.

Security Operations (Grade 1‑4) with increasing ownership of sites/regions, metrics, vendors, and governance. Lateral/next steps: Data Center Operations, Network Deployment, Corporate/Physical Security, Tooling/Automation (Access/VMS), Risk occasional after‑hours/weekend work for change windows or incidents. Ability to lift/push/pull up to 50 lb (23 kg) safely; frequent standing/walking; occasional ladder/mezzanine work and PPE use. Frequent computer/keyboarding and wrist/hand motions for data entry and monitoring. Travel between local sites and occasional regional travel.

Minimum Qualifications:

• Grade 1: 0‑1 years directly relevant experience; internship or operations background acceptable.
• Grade 2: 1‑3 years security operations or data center experience; independent ownership of a site/zone.
• Grade 3: 3‑5 years; regional SME; audit/project leadership; vendor management exposure.
• Grade 4: 5+ years; regional/global ownership; governance and KPI accountability; may manage people.

Preferred Certifications: ASIS PSP/CPP, Lean/Continuous Improvement coursework, ITIL® Foundation, DC/colo safety training. Physical security principles (access control, CCTV/VMS, visitor management, perimeter/room security) and data center/colo operations basics. Incident management and change management concepts; audit/control frameworks (e.g., ISO 27001/ISMS concepts, SOC reporting) as applicable to physical security. Chain‑of‑custody, shipment compliance, and media sanitization/destruction practices aligned to client policy.

Skills: Use of access control and VMS tools; ticketing/case systems; accurate data entry and reconciliation. Vendor coordination and scheduling across time zones; clear written/verbal communication. Root‑cause analysis, reporting/dashboards (spreadsheets, simple BI), SOP/MOP documentation.

Abilities: Prioritise multiple requests; meet SLAs in a fast‑paced environment. Handle sensitive/security information confidentially; exercise sound judgment. Work independently and as part of a distributed team; mentor others as seniority grows. Access Control: Lenel, Genetec, Brivo, HID (examples). VMS/CCTV: Genetec, Milestone, provider portals. Ticketing/Workflow: Jira, ServiceNow; CMDB/DCIM: Device42/NetBox/provider portals. Collaboration/Reporting: Google Workspace/Microsoft 365; Excel/Google Sheets (pivots/lookups), basic BI.