Security Operations Center Manager

Victra Security Operations Center (VSOC) Manager

Location: Remote / Hybrid / In-Office Flexibility

ABOUT US:

Victra is Verizon's largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to "Connect technology to life in a trustworthy, fun, and profitable way". We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.

JOB DESCRIPTION:

As the VSOC Manager at Victra, you will own the alert lifecycle across our physical security platforms. About 1,000 alerts come in each week across alarm, safe, and video systems, and only a fraction represent real risk. You will build the criteria that separate the two, so the field gets validated events ranked by urgency instead of raw system output.

Reporting to the Senior Manager of Asset Protection Operations, you will manage the exception, not the queue. This is a build role, not an inherited queue: the VSOC function does not exist yet, and you will define how it operates. You will build the criteria first and oversee the program as it matures, working alongside an offshore monitoring team of approximately 40 who execute against the standards you set. You also lead the VSOC response when severe weather, civil unrest, or another catastrophic event disrupts the field.

KEY RESPONSIBILITIES:

• Own the alert lifecycle end to end, from identification through close-out, prioritizing by risk and urgency.
• Build escalation and triage criteria per alert type so only qualifying alerts reach a human operator.
• Triage high-priority break-in and unsecured store alerts, distinguishing between equipment and process failures.
• Serve as the single point of contact for RAPMs and store leadership on event status, providing complete supporting alert history.
• Turn monitoring output into actionable risk assessments, identifying patterns, market trends, and field intelligence.
• Set operational standards and questions for the offshore monitoring team, raising their capabilities through continuous training and examples.
• Manage cameras, NVRs, and smart safes by exception, tracking escalated devices to close-out and auditing compliance.
• Run regular alarm code audits and build ServiceNow exception reporting on past-due tickets and repeat issues.
• Lead the emergency VSOC response to natural disasters, civil unrest, and other crises via live camera review and remote lockdown controls.
• Maintain on-call rotations, define requirements for the AlertMedia replacement, and run post-event gap analysis reviews.

WHAT WE ARE LOOKING FOR:

• 3-5 years of experience in security operations centers (SOC), alarm monitoring, or asset protection environments.
• Hands-on experience with core security platforms and video management systems (e.g., Alarm.com, OpenEye, Smart Safes).
• Proven track record of building exception-based reporting frameworks and successfully reducing alert noise.
• Strong data analysis skills with the ability to turn complex alert volume patterns into clear escalation criteria.
• Experience utilizing ServiceNow or comparable ticketing platforms, including tracking SLAs and incident lifecycles.
• Demonstrated experience supporting emergency or crisis response coordination across multiple corporate/retail locations.
• Familiarity with industry-relevant tools such as CapIndex, AlertMedia, or Power Platform is highly desirable.
• Strong investigative curiosity, sound professional judgment, and a Bachelor's degree or equivalent practical experience.

WHY JOIN US?

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses.
• Career pathing opportunities.

EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.