Operations Shift Manager

The Global Security Operations Center (GSOC) Operations Shift Manager is responsible for overseeing 24/7 monitoring, analysis, and response operations that safeguard the organization's people, assets, information, and global operations. This role works collaboratively with other shift managers to oversee daily GSOC operations, provide leadership and guidance to analysts, and ensure seamless coordination across shifts. The Operations Shift Manager is responsible for maintaining operational excellence, delivering actionable intelligence, and supporting continuous improvement of security technologies, incident response protocols, and risk mitigation workflows.

Key Responsibilities

1. GSOC Operations Management

• Direct daily operations of the Global Security Operations Center, ensuring 24/7 situational awareness and rapid response capabilities.
• Oversee monitoring of global incidents, threats, alarms, and intelligence feeds that may impact personnel, facilities, or business continuity.
• Ensure consistent application of standard operating procedures (SOPs), escalation protocols, and reporting requirements.
• Manage staffing levels, shift schedules, and workload distribution to maintain uninterrupted coverage.

• Lead, train, and mentor GSOC analysts, shift leads, and supervisors in security monitoring, risk assessment, and incident management.
• Conduct performance reviews, coaching sessions, and professional development planning.
• Foster a high-performance culture that prioritizes accountability, accuracy, and swift decision-making.
• Promote team communication and knowledge sharing across shifts and global offices.
• Promote team excellence and standards through leadership.

• Serve as the senior point of escalation for major incidents impacting global operations.
• Oversee real-time incident triage, threat analysis, response coordination, and after-action review processes.
• Ensure timely and accurate communication to leadership, security teams, and stakeholders during critical events.
• Manage the creation and distribution of incident reports, summaries, alerts, and situation updates.

• Oversee GSOC systems including video surveillance, case management, mass notification, and threat intelligence platforms.
• Partner with IT and security technology teams to optimize system uptime, integration, and data quality.
• Identify, evaluate, and recommend new technologies to improve situational awareness and operational efficiency.
• Ensure cybersecurity best practices are followed within GSOC systems and workflows.

• Supervise the collection, verification, and analysis of global threat intelligence relevant to company operations and personnel.
• Ensure the team produces high-quality intelligence products, briefings, and risk assessments.
• Support travel risk management, executive protection programs, and regional security teams with real-time intelligence.
• Maintain awareness of geopolitical trends, crime patterns, natural disasters, and emerging threats.

• Maintain, update, and enforce GSOC policies, procedures, and best practices.
• Conduct regular audits of incident handling, reporting accuracy, and analyst performance.
• Ensure compliance with privacy laws, data-handling standards, and internal security policies.
• Implement quality control measures to ensure consistent operational excellence.

• Liaise with corporate security, regional security managers, crisis management teams, HR, legal, IT, and business unit leaders.
• Support crisis management activations and business continuity operations during significant events.
• Provide subject matter expertise for security planning, risk mitigation initiatives, and new site openings.
• Coordinate with third-party partners, vendors, and monitoring providers as needed.

• Develop and maintain performance metrics, KPIs, and dashboards for GSOC operations.
• Present regular operational summaries and insights to senior leadership.
• Identify trends and implement process improvements to enhance efficiency and risk mitigation.

• Bachelor's degree in security, Intelligence, Emergency Management, or related field (or equivalent experience).
• 5-7+ years of experience in security operations, intelligence analysis, or emergency response (GSOC experience required).
• 2-4+ years in a supervisory or managerial role.
• Strong understanding of GSOC technologies, incident management frameworks, and intelligence processes.
• Excellent communication, decision-making, and leadership skills.

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.