Security Operations Center Operator

About the role

The Security Operations Center (SOC) Operator position is a central point of contact for security, safety, emergency response, and customer service activities within a transit operations environment. This role involves receiving, evaluating, and prioritizing emergency and non-emergency calls, monitoring alarms, cameras, and operational systems, and coordinating appropriate responses.

Responsibilities

• Receive, evaluate, and prioritize emergency and non-emergency calls related to transit operations and security
• Maintain control of calls to gather critical details and determine appropriate response actions
• Provide crisis management triage by assessing rapidly evolving situations, prioritizing calls, and coordinating timely and effective responses
• Monitor and manage multiple communication channels simultaneously, including telephones, radios, CCTV systems, alarms, and computer-based incident systems
• Coordinate and facilitate communication during critical incidents with internal teams, field personnel, law enforcement, emergency responders, and other partner agencies
• Manage multiple incidents concurrently, adapting to fluctuating conditions and shifting priorities within short timeframes
• Demonstrate the ability to act calmly, quickly, and accurately in emergency and high-stress situations
• Maintain composure and professionalism while handling distressing, graphic, or emotionally charged incidents typical of emergency communications environments
• Provide professional, courteous, and empathetic customer service, including addressing concerns, gathering information, and classifying calls to ensure appropriate response
• Communicate effectively with diverse callers, including individuals who may be emotionally upset, frightened, uncooperative, verbally abusive, or have limited English proficiency
• Apply critical thinking, sound judgment, and decision-making skills while following moderately complex oral and written instructions
• Accurately document calls, incidents, and actions taken while maintaining the integrity and confidentiality of information in accordance with policy and legal requirements
• Utilize multiple computer systems and applications simultaneously, including databases, word processing tools, and operational software
• Support administrative and operational functions related to security operations, including report writing and data entry, as assigned
• Establish and maintain effective working relationships with coworkers, supervisors, partner agencies, and the public
• Operate effectively during emergency situations, including supporting field operations when required
• Work in a 24/7 operational environment, including nights, weekends, holidays, and overtime as required by organizational needs

Requirements

This position requires strong analytical and problem-solving skills, the ability to work under pressure and make sound, timely decisions in high-stress environments, excellent verbal and written communication skills, and proficiency with basic computer applications. Typing speed of at least 35 words per minute with 90% accuracy is required, as demonstrated through a typing assessment. Ability to analyze rapidly evolving situations and make sound, timely decisions with limited or incomplete information is essential. Ability to work effectively in a high-stress environment, including exposure to distressing, graphic, or emotionally charged content, is necessary. Ability to remain calm, focused, and professional during critical, traumatic, or rapidly changing situations is required. Strong attention to detail and ability to maintain information integrity are important. Ability to handle sensitive or confidential information with discretion and professionalism is necessary. Ability to operate multiple systems simultaneously, including telephone and emergency call systems, dispatch radio systems, CAD or incident management systems, video surveillance and alarm monitoring systems, and office productivity tools (e.g., Microsoft Office / Office 365) is required. Demonstrated professionalism, integrity, and discretion in all interactions is expected. Reliability and accountability in a 24/7 operational environment, including rotating shifts, nights, weekends, and holidays, are crucial. APCO or NENA Telecommunicator Certification and Crisis Intervention or De-Escalation Training are preferred.