Lead Operator

• Working towards level 3 management qualification or above

Pay: 21.43

Role: Lead Operator

The GSOC Lead Operator plays a critical role in safeguarding Meta's business, brand, and employees across the EMEA region. This position is responsible for identifying, analyzing, and supporting all incidents - both actual and potential - that may impact operations. The Lead Operator ensures effective communication of incident information to the Duty Security Manager and leads a team of Shift Operators in monitoring, response, and operational readiness. This role is pivotal in supporting regional and field teams through all phases of incident management, from preparation to recovery.

• Collaborate with the Duty Shift Manager to ensure shift compliance and operational readiness.
• Complete daily shift setup, including written and verbal handovers, confirmation of operational chat updates, and review of Meta and Vendor Noticeboards.
• Assume Duty Shift Manager responsibilities in their absence.
• Identify and communicate team development opportunities and training needs.
• Oversee and participate in the response to routine and emergency calls, monitoring of alarms and video equipment, and provision of general assistance to employees and guests.
• Supervise the dispatch of security officers, ERT, facilities, police, fire, and EMS personnel as required.
• Ensure operational review of all documents within the Global Security Operational Resources (GSOR) to prepare the team for incident response.
• Communicate incident updates to key stakeholders and escalate as necessary.
• Review all outward incident communications and escalate to the Duty Shift Manager when appropriate.
• Inform the Duty Security Manager immediately of any missing, damaged, or inoperative equipment or systems.
• Oversee and update all GSOC and team shift audits.
• Work with Global Site Leads and Team Leads to facilitate cross-departmental collaboration within the physical security team.
• Control and monitor two-way communication systems, ensuring prompt and effective response to all events and situations.
• Collaborate with the Duty Shift Manager on position-related projects, with responsibilities ranging from consulting to project ownership.

Shift pattern: 4 on, 4 off including days, nights and weekends.

• Advanced proficiency in computer hardware and software.
• Exceptional verbal, written, and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently with minimal supervision and as part of a team.
• Excellent multitasking skills and attention to detail.
• Calm, logical, and professional demeanor under pressure.
• Strong decision-making skills in both crisis and non-crisis situations.
• Ability to handle highly confidential information with discretion.
• Clear communication and guidance skills, especially during emergencies.
• Effective collaboration with all levels of leadership.
• Second language skills are highly desirable.