Global Security Operations Center (GSOC) Supervisor

About the Role

We are looking for a seasoned Global Security Operations Center (GSOC) Supervisor to manage daily shift operations at our Hyderabad GSOC. This pivotal position involves leading GSOC Specialists, implementing procedures consistently, and orchestrating operational responses across various security facets including incident management, alarm and video surveillance, threat intelligence, travel risk, executive protection, event support, quality assurance, and incident documentation. The role demands an engaged leader capable of making sound operational decisions, mentoring team members, upholding standards, and escalating concerns appropriately within a dynamic 24/7 global setting.

Key Responsibilities

• Lead and oversee assigned GSOC shifts by distributing workload, ensuring coverage and operational readiness, conducting shift briefings and handovers, monitoring service delivery, and providing real-time coaching and feedback to GSOC Specialists while escalating any staffing or operational issues to management.
• Coordinate GSOC's response to incidents — routine to critical — ensuring timely assessment, decision-making within delegated limits, communication, documentation, and follow-through by applying established protocols and collaborating with security teams, facilities, HR, workplace units, emergency responders, and other stakeholders.
• Supervise alarm, CCTV, access control, and video analytics monitoring and responses; ensure alerts are addressed per protocols; identify and report recurring false alarms or technical issues; collaborate with physical security, facilities, and tech teams; and utilize platforms like Genetec, Ambient.ai, and ServiceNow for issue tracking and operational transparency.
• Manage threat intelligence collection, validation, analysis, and reporting focused on risks affecting personnel, assets, operations, or reputation; direct the use of tools such as Ontic, LifeRaft, TR Clear, Everbridge, and open-source intelligence; and review intelligence outputs for accuracy and appropriate escalation.
• Support travel risk management, executive protection, and event security by overseeing traveler monitoring, communications, and high-profile visit support; coordinate with relevant departments to ensure completion of monitoring, intelligence, communications, and escalation duties; and escalate emerging risks or service shortcomings.
• Collaborate daily with Regional Security Managers, Enablement Services, facilities, HR, physical security, and other teams to communicate priorities, incident updates, and service matters; foster consistent operations across APJ, Americas, and other regions; implement approved system and workflow changes within GSOC.
• Conduct quality assurance checks on calls, emails, incident reports, and intelligence products ensuring compliance with standards; provide coaching and feedback; identify recurring quality or procedural gaps; work with management and stakeholders on improvements; and validate accuracy and timeliness of incident reports prior to dissemination.

Qualifications and Experience

• Bachelor's degree preferred in Security Management, Information Technology, or related disciplines.
• Professional certifications such as ASIS APP, CPP, or equivalents in security operations or incident management considered advantageous.
• Minimum of 4 years experience in GSOC or comparable security operations, including roles with shift leadership, coordination, coaching, or supervisory functions.
• Understanding of global security protocols, crisis management, incident escalation in round-the-clock operational environments.
• Knowledge of Indian security laws and regulations is a beneficial addition.

Required Skills

• Strong frontline leadership with capability to assign tasks, prioritize shifts, conduct handoffs, coach teams, enforce accountability, and maintain professional and service-oriented workplace dynamics.
• Technical proficiency with CCTV, access control, alarm monitoring, and video analytics systems; operational familiarity with Genetec, Ambient.ai, ServiceNow, and similar platforms.
• Expertise in threat intelligence handling using tools such as Ontic, LifeRaft, TR Clear, Everbridge, plus open-source intelligence research and reporting.
• Competency in Microsoft 365 for creating and reviewing communications, shift summaries, incident documentation, and dashboards.
• Excellent analytical and decision-making abilities to manage incident coordination, make prompt and sound operational choices within the scope of authority, and escalate appropriately under pressure.
• High attention to detail in evaluating communications and documentation, delivering constructive feedback, detecting trends, and supporting ongoing process improvements.
• Effective communication and collaboration skills to work seamlessly with diverse employees, leaders, technical teams, and regional stakeholders.
• Flexibility and readiness to adapt to a fast-paced 24/7 environment including rotating shifts that cover nights, weekends, and holidays.