Job Description

Role Outline:

To provide first and second line triage of all calls into the Corporate AMC and Tier 1 and 2 service desks and resolve or route issues as required.

To actively manage and investigate all critical security alarms across the Americas region. Investigation is required to ensure the correct escalations are followed and acted on accordingly. This could include dealing directly with site based contacts through to escalations to senior managers within the region.

Successful candidates are required to take ownership of incidents and provide proactive management to resolve. It is also expected that candidates will analyse reports, discover trends and problems so positive recommendations can be made.

To manage Retail and Corporate security system configuration and service efforts along defined security system programming and service guidelines for all supported security systems.

Primary Duties & Responsibilities:

The role duties apply to all monitored areas with the Americas region and include the following:

Provide tier-based ingest of all calls into the monitoring center and conduct initial triage and/or troubleshooting efforts as needed depending on level, either rectifying the issue or routing it to the appropriate resource.

Evaluation of all Corporate system generated events utilizing access control events and video related correlation to identify the source of the event, and escalate findings as needed to appropriate local site contacts.

Ensure all incidents are effectively escalated and managed at each location.

Manage pin and passcode issuance and service needs.

Placing alarm systems on test as required.

Validating preventative maintenance and service completion.

Service call creations for all system needs.

Managing service technician visits

Conduct security system configuration as necessary depending on tier assignment.

Conduct basic to advanced troubleshooting of device outages to help with speedy resolution and informed service escalation depending on tier assignment.

Any false or problem incidents are reported to the necessary department for corrective action and resolution key to this is developing positive relationships with the incumbent vendor.

Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to assist with the operation of the AMC.

Ensure all SOPs are followed correctly and any changes are implemented efficiently.

Work closely with the Corporate security project managers and configuration team on implementing new projects or upgrades to security systems.

Provide critical daily briefings for senior management on issues affecting the operation of sites within the region.

Ensure critical alarm testing is carried out on a quarterly basis and take ownership for any faults identified so can be managed through to completion.

Provide guidance and expert knowledge to new starters within the Phoenix Technical Security Operations team.

Assistance with command and control of any security or critical incident as dictated in the customers playbook.

Carry out internal audits to ensure compliance to the organisations own internal and external Audits.

Implement effective monitoring which is consistent with the strategy as directed by the Tech Security Vice President

Brief senior managers on new initiatives which may assist with reducing the alarm count for the region.

Timely conduction of weekly/monthly tasks/audits

To liaise with all Corporate Security staff as well with local site security teams across the estate on all security incidents.

To set high standards in incident management, communications and investigatory skills. With training, to become skilled in new computer applications and systems as they are introduced by the Bank.

Have a positive involvement in out of hours staffing problems by being contactable via email and telephone.

A success applicant will demonstrate:

The aptitude to learn and the willingness to progress.

A high standard of Integrity and reliability. The ability to work on their own initiative and as part of a team.

The ability to communicate clearly both orally and in written form across all staffing levels within the Bank.

The ability to multi-task, to work under pressure and to think through a problem before making a decision.

The ability to build and maintain effective working relationships with team members, the wider Bank and with visitors to the bank carrying out works.

A successful applicant will benefit from:

Gaining experience of working in a Security Operations office environment within the banking industry.

The building of strong working relationships with different working groups.

Gaining an appreciation of the Banks core business structure and the computer networks role within it.

Training in standard office IT packages and role specific applications.

Gaining a strong working knowledge of Technical and physical security systems and the confidence to apply it in a pressurised working environment.

Role progression within the Banks Technical Security Operations Team.

Specific occupational requirements

Able to be cleared for customer specific clearance requirements through bank and FBI background checks.

Interested and able to obtain appropriate knowledge to manage the tasks outlined.

Previous experience in a Tiered IT helpdesk position is highly desired.