Senior Specialist - ASOC
Job Description:
Job Title: Senior Specialist – GSI ASOC (Grade-4)
The Purpose of Your Role
This position will embrace all the knowledge, skills and abilities of Asia Security Operations Center (ASOC) Console specialist. However, will require different skills and an enhanced knowledgebase as outlined below.
Ensure the integrity, availability and protection of Fidelity’s primary assets; reputation, people, information and facilities, by monitoring Fidelity’s critical infrastructure and acting as control liaison during incidents. This position may also assume full decision-making responsibilities in the absence of the Work leader/Duty Manager.
Support the daily operations of ASOC and monitor security controls at across sites in ASIA region. Responsible for monitoring procedures and duly raising incidents to the hierarchy. Assist ASOC Duty Manager to support Security Technology Group (STG) during installation, implementation and user education of security systems. Assist & coordinate with STG & RE teams to conduct periodic preventive maintenance of all security infrastructure. Assist and coordinate with Travel Desk and RE for safety audit of travel and transport cabs. Active monitoring and reporting catastrophic events in ASIA region, which would have potential to disrupt FMR business. Assist in implementing all Women Safety Controls.
The Value You Deliver
- Providing command, communications and control functions for FBSI’s Global Security Console. This includes, alarm monitoring and assessment, dispatch and communications, emergency response, incident management, and corporate-wide notification and partner concern for major incidents.
- Monitoring all command center systems for functionality and status and conducts basic troubleshooting and assessment prior escalating problems to the relevant teams. Also work with them to test and resolve issues related to alarm, access control devices and infrastructure to ensure system integrity.
- If supervisor is not present, reviews documentation prepared by team members for accuracy and completeness.
- Assist ASOC Duty Manager to provide security support during events. Support in preparation of periodic MIS reports on different procedural requirements.
- Handling various helplines (emergency & non-emergency) and providing assistance for the incidents and report the same to the relevant stakeholders.
- Acting on all customer service-related calls and either resolves them personally or refers issues to the Supervisors.
- Remotely monitoring and supervising Security & Risk controls of ASOC in all the sites in ASIA region.
- Adhering to laid down protocols on women safety programs.
- Coordinate on travel security program for International & Domestic travelers.
- Maintaining dedicated engagement and working relationships with other support functions & stakeholders (Human Resources, IT, Audit, Compliance, RE etc.)
The Skills that are Key to this role
- You have delivery focus with the ability to take full ownership
- You have exposure of working with different time-zones
- You have strong dedication to quality, documentation and operational excellence
- You have good interpersonal, problem-solving skills and adaptability
- You know preparation of periodic MIS reports on different procedural requirements.
- You know protocols of handling emergency line, offering assistance and detailing the incidents to Supervisors.
- You have knowledge of reporting and detailing transport related incidents and raising it to senior management.
- You have Experience to prepare situational incident report, collect inputs with the critical questions (5W and 1 H)
- You are committed to adhere laid down protocols on women safety programs.
- You have strong dedication to offer resolutions to all customer service-related queries
- You are flexible to work in rotational shift operations
- You are self-motivated and resourceful. Confident and able to work alone as efficiently as in a team
How Your Work Impacts the Organization
ASOC is the Center of Excellence covering all the aspects of security monitoring, communication and response. It comprises of four pillars as Site Security Surveillance, Transport Security, Travel Security and Threat & Risk Analysis Program.
Alarm management, life safety support, incident management, travel security briefings and catastrophic event support are the core responsibilities of ASOC.
Escalation of alarm response and crisis events to regions and senior management as detailed in the Standard Operating Procedures. This position may also assume full decision-making responsibilities in the absence of the Work leader/Duty Manager. Impact of error can result in grave consequences and potentially impact life safety.
Your contributions are inevitable to achieve ASOC’s goals efficiently and promote uninterrupted business. You will also demonstrate high standards on daily operations to attain candid customer support.
The Expertise We’re Looking For
- Minimum Graduation Degree in any subject area.
- 3-5 years of relevant working experience in Security Command Center and their interdependencies with Firmwide business operations
- Preferred knowledge of integrated security systems, access control, CCTV, LAN and network infrastructures and associated software.
- Familiar with business contingency planning and investigations.
- Ability to carry out operations during crisis situations.
- Certification from a recognized institute on Risk and Crisis Management would be preferred.
- Must be proficient in written and oral communication.
- Must have strong data analytical capabilities and proficiency in Microsoft office tools.
Location: Bangalore - EGL
Shift timings: Work in round the clock shift operations and/or based on operational requirements.