GSOC Manager - Weekends Included

Job Title: GSOC Manager
Department: Global Security Operations Center (GSOC)
Reports To: GSOC Americas Manager 
Direct Reports: GSOC Analysts, Operators
Employment Type: Full‑Time
Location: Austin, TX / Onsite
Travel Requirement: Minimal to Moderate (as needed for client or site support)

 

Position Summary

The GSOC Operations Manager leads shift-based teams, drives operational efficiency, maintains compliance with security policies and regulatory requirements, triages and manages critical incidents, and continuously improves processes, training, and technologies. This position plays a critical leadership role during high‑risk events and serves as a trusted operational partner to clients and executive stakeholders.

Essential Duties and Responsibilities

1. GSOC Operations & Shift Leadership

• Lead and manage assigned GSOC shift operations to ensure uninterrupted 24x7 coverage.
• Maintain appropriate staff levels, scheduling, breaks, and shift handovers.
• Conduct shift briefings, daily stand‑ups, and post‑incident debriefs.
• Enforce adherence to established Standard Operating Procedures (SOPs), runbooks, escalation protocols, and client‑specific requirements.
• Ensure continuity of operations during emergencies, staffing shortages, or major incidents.

2. Access Control & Physical Security Operations

• Oversee physical access control systems (PACS), badging systems, visitor management tools, alarms, and surveillance platforms.
• Review, approve, and audit access requests to ensure compliance with least‑privilege and segregation‑of‑duties principles.
• Coordinate closely with Physical Security, Facilities, and Guard Force partners regarding site access issues, hardware failures, or security concerns.
• Conduct regular access audits, exception reviews, and badge recertifications.
• Ensure accurate documentation and evidence handling related to access events and investigations.

3. Incident Monitoring, Triage & Response

• Monitor GSOC systems including SIEM, CCTV, alarms, environmental sensors, and intelligence feeds.
• Rapidly assess, classify, and triage incidents based on defined severity levels (P1, P2, P3).
• Lead response efforts for critical events that may impact: 
  • Client physical facilities
  • Data centers
  • Network and infrastructure assets
  • Life safety and personnel security
• Initiate and manage incident bridges, coordinating with internal teams (IT Security, Facilities, Legal, HR, Business Continuity) and external responders (law enforcement, emergency services).
• Maintain detailed incident documentation, timelines, and action logs.

4. Client & Stakeholder Communication

• Act as the primary GSOC point of contact for client stakeholders during assigned shifts.
• Ensure communications are accurate, professional, and aligned with contractual SLAs.
• Support regular operational reviews, audits, and client governance meetings.

5. Performance Management & Team Development

• Conduct regular performance evaluations for GSOC staff on the assigned shift.
• Establish clear performance expectations, KPIs, and development plans.
• Provide coaching, mentoring, and corrective guidance as needed.
• Identify training needs and high‑potential talent for advancement.

6. Training, Readiness & Continuous Improvement

• Coordinate tabletop exercises, simulations, and emergency drills.
• Update SOPs and training materials based on incident reviews and lessons learned.
• Promote a culture of continuous improvement, operational excellence, and professional growth.

7. Compliance, Risk & Audit Support

• Ensure GSOC operations comply with internal policies, client requirements, and applicable regulatory frameworks.
• Support internal and external audits by providing documentation, evidence, and corrective action plans.
• Maintain audit‑ready records for access control, incident response, and monitoring activities.
• Identify risk trends and recommend mitigation strategies.

8. Tools, Technology & Documentation

• Ensure effective use of GSOC tools and platforms, including: 
  • Access Control & Badging platforms
  • CCTV / VMS
  • Dispatch / CAD systems
  • Ticketing and case management tools
• Maintain data integrity, accurate logging, and proper evidence retention.
• Partner with IT and Security E