Job Description

Role Description

This position is needed to maintain a broad situational awareness over internal and external physical events that could impact employee safety or pose a threat to business assets or operations across Twilio’s global footprint. GSOC Operators monitor a variety of data sources including internal access control systems, external incident aggregators, travel safety applications, and general open source reporting materials. GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns. When an incident occurs, the GSOC Operator may dispatch security resources, escalate to crisis management teams, send broad communications to Twilio employees, or execute a mass notification to account for employee safety.

Responsibilities

• Monitoring and Surveillance:
  • Utilize various physical security asset monitoring and surveillance systems to detect potential unauthorized access, suspicious activity, or other security incidents.
  • Monitor open-source threat intelligence and other internal SaaS tools to maintain situational awareness of persistent or emergency global events with potential or direct impact to operations.
• Security Operations Support:
  • Support access control and visitor management processes.
  • Manage security-related calls for service and provide general guidance to employees, vendors, and guests.
  • Maintain awareness of business travelers and personnel accessing Twilio facilities.
  • Partner with local site security teams to escalate and dispatch resources for incident and alarm response.
  • Review travel requests to elevated risk locations, assist travelers through the approval process, and cross-reference live itineraries with external incidents.
• Incident Management:
  • Perform the first point of incident intake across a variety of emergencies, including medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents.
  • Assess and triage events and incidents to determine their impact to operations.
  • Dispatch and coordinate response with emergency response personnel.
  • Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted.
  • Maintain real-time incident documentation for reporting and analysis.
  • Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions.
  • Participate in post-incident reviews to document and implement corrective action and improvements to future response.
• Operational Excellence:
  • Maintain a strong understanding of security and emergency standard operating procedures.
  • Utilize critical thinking and problem solving skills to analyse situations and implement solutions.
  • Support large projects that will improve Twilio’s GSOC capabilities and initiatives.

Qualifications

• 3+ years of experience in a GSOC working environment.
• Experience with physical safety and security technology, systems (ACS, IDS, VSS, VMS), travel safety, and mass notification tools.
• Experience with open-source intelligence (OSINT) research tools.
• Strong critical thinking and problem-solving skills.
• Proven ability to follow standard operating procedures and playbooks.
• Ability to prioritize tasks in a fast-paced environment.
• Ability to stay calm, professional, and think clearly in high-stress situations.
• Ability to communicate clearly and concisely; verbal and written.
• Ability to work ‘non-standard’ shift hours, to overlap as needed with colleagues and stakeholders in other global locations, including weekend and holiday hours.
• English Language Proficiency.

Requirements

• Customer service mindset.
• Comfortable with a high-tech work environment.
• Eager to learn new tools and processes.
• Ability to work independently and as part of a team.
• Proficiency in Google Suite.
• Additional Language Proficiency.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Additional benefits vary by location.

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