Incident Response Centre Operator
Ref: 05939f35c6bc4be5a43cefbedd2b39cfJob title: Relief Incident Response Centre Operator
Where: Coventry - Ansty Park
When: We're looking to get the right person into the team ASAP
Hours: 4 on 4 off shift pattern, working Days, Nights & Weekends
Job objectives and responsibilities
* Enabling our security teams to make their buildings a safe place to work and visit.
* Responsible for processing incoming telephone calls, requests for CCTV.
* Responsible for Incident Reports from multiple Sainsbury's locations
* Responsible for the end-to-end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.
* Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury's Stores.
* Responding and actioning all emails in the IRC mailbox.
* Covering the IRC Supervisor position when on rest
Main duties
* To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
* Responding to calls from the clients stores and other locations
* Call handling in line with current KPI
* Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current IRC processes
* Reactive live CCTV monitoring and constant communication with locations during a live incident
* Management of escalation processes in line with IRC process.
* Input of security and crime incident data into the central database.
* To provide a level of service that meets customer care requirements and to safely manage all activities
* Responsible for providing outstanding support and customer service for the clients colleagues
* Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
* To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements
* Delivery of time critical tasks as directed by the client and contracts senior management team
* Complete ad-hoc projects as designated by senior management or the client on time and to the required high standard
* Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
* To ensure all telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
Personal Specification
* Operating experience of industry standard integrated security solutions (eg, CCTV
* An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding.
* Previous achievement of performance targets and driving performance through utilising metrics
* A decisive and assertive decision maker
* Solid command of written and spoken English
* Experience of monitoring CCTV
* Experience of working within a demanding fast-paced environment
* Strong communication skills, both verbal and written, and customer service skills
* SIA Licence holder - CCTV & Guarding. (Training can be provided)
* Ability to work under pressure
* Experience of team working
* Reliable, flexible and discreet
* Experience of working in a controlled environment
* Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
* Ability to accurately follow detailed processes
* Ability to build and maintain relationships with a strong teamwork ethic
* A positive attitude and ability to deal with pressure professionally
* Good working knowledge of Microsoft Office, Outlook, Word and Excel
* Operating experience of industry standard integrated security solutions (eg, CCTV * An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding. * Previous achievement of performance targets and driving performance through utilising metrics * A decisive and assertive decision maker * Solid command of written and spoken English * Experience of monitoring CCTV * Experience of working within a demanding fast-paced environment * Strong communication skills, both verbal and written, and customer service skills * SIA Licence holder - CCTV & Guarding. (Training can be provided) * Ability to work under pressure * Experience of team working * Reliable, flexible and discreet * Experience of working in a controlled environment * Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines * Ability to accurately follow detailed processes * Ability to build and maintain relationships with a strong teamwork ethic * A positive attitude and ability to deal with pressure professionally * Good working knowledge of Microsoft Office, Outlook, Word and Excel
Where: Coventry - Ansty Park
When: We're looking to get the right person into the team ASAP
Hours: 4 on 4 off shift pattern, working Days, Nights & Weekends
Job objectives and responsibilities
* Enabling our security teams to make their buildings a safe place to work and visit.
* Responsible for processing incoming telephone calls, requests for CCTV.
* Responsible for Incident Reports from multiple Sainsbury's locations
* Responsible for the end-to-end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.
* Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury's Stores.
* Responding and actioning all emails in the IRC mailbox.
* Covering the IRC Supervisor position when on rest
Main duties
* To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
* Responding to calls from the clients stores and other locations
* Call handling in line with current KPI
* Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current IRC processes
* Reactive live CCTV monitoring and constant communication with locations during a live incident
* Management of escalation processes in line with IRC process.
* Input of security and crime incident data into the central database.
* To provide a level of service that meets customer care requirements and to safely manage all activities
* Responsible for providing outstanding support and customer service for the clients colleagues
* Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)
* To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements
* Delivery of time critical tasks as directed by the client and contracts senior management team
* Complete ad-hoc projects as designated by senior management or the client on time and to the required high standard
* Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
* To ensure all telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off
Personal Specification
* Operating experience of industry standard integrated security solutions (eg, CCTV
* An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding.
* Previous achievement of performance targets and driving performance through utilising metrics
* A decisive and assertive decision maker
* Solid command of written and spoken English
* Experience of monitoring CCTV
* Experience of working within a demanding fast-paced environment
* Strong communication skills, both verbal and written, and customer service skills
* SIA Licence holder - CCTV & Guarding. (Training can be provided)
* Ability to work under pressure
* Experience of team working
* Reliable, flexible and discreet
* Experience of working in a controlled environment
* Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
* Ability to accurately follow detailed processes
* Ability to build and maintain relationships with a strong teamwork ethic
* A positive attitude and ability to deal with pressure professionally
* Good working knowledge of Microsoft Office, Outlook, Word and Excel
* Operating experience of industry standard integrated security solutions (eg, CCTV * An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and, tremote access, and key-holding. * Previous achievement of performance targets and driving performance through utilising metrics * A decisive and assertive decision maker * Solid command of written and spoken English * Experience of monitoring CCTV * Experience of working within a demanding fast-paced environment * Strong communication skills, both verbal and written, and customer service skills * SIA Licence holder - CCTV & Guarding. (Training can be provided) * Ability to work under pressure * Experience of team working * Reliable, flexible and discreet * Experience of working in a controlled environment * Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines * Ability to accurately follow detailed processes * Ability to build and maintain relationships with a strong teamwork ethic * A positive attitude and ability to deal with pressure professionally * Good working knowledge of Microsoft Office, Outlook, Word and Excel
Incident Response Centre Operator
Ref: 05939f35c6bc4be5a43cefbedd2b39cf
Coventry, England
Mitie
Other / Miscellaneous