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Incident Response Centre Operator

Job details
Posting date:	06 September 2024
Hours:	Full time
Closing date:	06 October 2024
Location:	CV7 9RD
Company:	Mitie
Job type:	Permanent
Job reference:	60940

Summary

Our values and behaviours

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:

o 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.

o 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.

o 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.

o 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.

o 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.

Job objectives and responsibilities

· Supporting colleagues across the clients network by creating a safe and secure environment

· Enabling our security teams to make their buildings a safe place to work and visit.

· Responsible for processing incoming telephone calls, requests for CCTV, Access Control evidence.

· Responsible for Incident Reports from multiple Sainsbury's locations

· Responsible for the end to end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.

· Monitoring of CCTV systems (Cathexis Carbon) across Sainsbury's Stores, Corporate locations and Distribution centres.

· Monitoring of Access control system alarms (SiPass) across Corporate locations and Distribution centres.

· Creating Sainsbury's ID cards and profiles inline with Sainbsury's Groups Security Policy.

· Provisioning of access levels (SiPass) across Corporate locations and Distribution centres.

· Monitoring Sainsbury's colleagues when on business travel via the Horizon platform.

· Responding and actioning all emails in the IRC mailbox.

· Covering the IRC Supervisor postion when on rest breaks.

Main duties

To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:

· Responding to calls from the clients stores and other locations

· Call handling in line with current KPI

· Providing end to end incident management including evidence gathering, statement and incident report writing and collation of evidence packs in line with current IRC processes

· Proactive live CCTV monitoring driven by risk based deployment

· Reactive live CCTV monitoring and constant communication with locations during a live incident

· Management of escalation processes in line with IRC process.

· Working closely with SOC Analysts to detect, deter and disrupt all forms of crime against the client.

· Input of security and crime incident data into the central database.

· Management of CCTV evidence requests from stores in line with current process

· To provide a level of service that meets customer care requirements and to safely manage all activities

· Responsible for providing outstanding support and customer service for the clients colleagues

· Compliance to all IRC Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs)

· To ensure all services conducted are compliant to all Company, contractual, legislative, statutory and local requirements

· Delivery of time critical tasks as directed by the client and and contracts senior management team

· Complete ad-hoc projects as designated by senior management or the client on time and to the required high standard

· Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.

· Complete proactive CCTV assurance reviews and present findings to client and security management team.

-Monitoring of site Access Control System, including provisioning of adding of access to passes, issuing of new colleague passes and responsibility for termination and deletion of Security access passes in line with the Sainsbury's Group Joiner, Mover and Leavers process.

· To ensure all telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

Personal Specification

· Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)

· An excellent working knowledge of all processes and procedures associated with a manned Security Operation Centre (SOC) including incident response, CCTV and access control monitoring, remote access, and key-holding.

· Previous achievement of performance targets and driving performance through utilising metrics

· A decisive and assertive decision maker

· Solid command of written and spoken English

· Experience of monitoring CCTV

· Experience of working within a demanding fast-paced environment

· Strong communication skills, both verbal and written, and customer service skills

· SIA Licence holder - CCTV & Guarding. (Training can be provided)

· Ability to work under pressure

· Experience of team working

· Reliable, flexible and discreet

· Experience of working in a controlled environment

· Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

· Ability to accurately follow detailed processes

· Ability to build and maintain relationships with a strong teamwork ethic

· A positive attitude and ability to deal with pressure professionally

· Good working knowledge of Microsoft Office, Outlook, Word and Excel

Health and Safety responsibilities

· Follow Group and company policies and procedures at all times

· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment

· Use all work equipment and personal PPE properly and in accordance with training received

· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system

Information Security

· Ensure compliance with Mitie's information security procedures in all activities

· Proactively identify and report security risks to your manager

· Report actual and suspected security incidents

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.