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GSOC-EMEA GEM Operator

  • Location

    London

  • Sector:

    Facility / Cleaning

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    REF23032P

  • Published:

    about 10 hours ago

  • Expiry date:

    2025-06-24

  • Client:

    Mitie

Job Description

The GEM Operator is responsible for using best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business, the brand and or employees. The GEM operator will work within the Global Security Operations Centre (GSOC) and will work closely with the Global Tactical Intelligence Monitoring (GTIM) Team to monitor both upcoming and real-time events. The GEM operator will provide timely, relevant, accurate and well-written information to Global Security management and the wider business community.,

  • The GEM Operator will use multiple internal and external resources to gather and manage information and intelligence about events that are occurring both domestically and internationally that may impact Facebook's people, assets or reputation.

  • Using best techniques, the GEM Operator will conduct Open Source Research (OSR) to identify threats to Facebook's People, Assets and Reputation, maintaining awareness of regional political, economic, and security developments

  • The GEM Operator will create internal monitoring tasks for any upcoming/ongoing incident that has the potential to impact Facebook.

  • The GEM Operator will review monitoring tasks on every shift cycle, take ownership of these tasks and using best practices, research the event. Updates will be provided in the task comments. If there are no updates, then that is also to be documented.

  • The GEM Operator will communicate and disseminate information, using established communication vehicles, to key partners using best practices.

  • The GEM Operator takes an active role in position related projects. The levels of responsibility will vary from consulting to owning projects based on the individual

  • The GEM Operator will compile senior management reporting on a weekly basis and ensure it is distributed in a timely manner. Significant updates are to be provided when requested.

  • The GEM Operator will undertake comprehensive handovers with fellow operators. These are to be both written and verbal and are to be available for management review if required.

  • The GEM Operator will escalate (without delay) critical event information to Shift Supervisor and GSOC EMEA Management.

  • The GEM Operator will actively engage with Global Security Services (GSS) teams throughout the region. They will be primarily responsible for notifications of instances that may affect their offices and provide relevant updates, as required.

  • The GEM Operator answers and responds to event and situation notifications received via email and via regular and emergency phones and intercoms. The GEM Operator will actively monitor email/call handling systems and take ownership of relevant communications.

  • During incidents, the GEM Operator is to proactively engage with the GSOC team to include GTIM. They are to assist in researching and providing situational updates and are to gather specific critical information as directed (office population, traveler numbers etc)

  • The GEM Operator will remain current on GSOC operational systems usage and procedures and should be prepared to assist the wider team when required., On top of the usual rewards you'd expect to see from a large company, such as - holidays, pension, childcare vouchers and cycle to work schemes, we also provide many extra benefits to enhance our people's well-being and enjoyment at work.

Candidate Description

  • Knowledge of relevant procedures

  • Level of customer Service

  • Team Player

  • Health and safety awareness and knowledge

  • Communication,

  • Advanced computer skills and proficiency.

  • Excellent verbal and communication skills.

  • Second language skills are desirable.

  • Strong analytical and problem-solving skills.

  • Self-motivated and able to work under little to no direct supervision.

  • Ability to work in a team environment.

  • Ability to multi-ask

  • Think through problems for logical solutions, and remain calm and professional under stress.

  • Strong decision-making ability during both crisis and non-crisis situations.

  • Able to work with highly confidential information.

  • Must be able to speak clearly, give direction, and provide guidance to employees and security staff during emergencies.

  • Able to work and communicate effectively with all levels of leadership.

Employer Description

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Values: Delivering the exceptional, every day

  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

  • Our promise to our people: a place to work where you can thrive and be your best every day.

  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

  • Our culture - our core values and how we behave:

  1. We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
  2. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
  3. We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
  4. Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
  5. Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.