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Incident Response Centre Manager
| Posting date: | 02 October 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 01 November 2024 |
| Location: | CV7 9RD |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 62641 |
Summary
Reference: 62641
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:
-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.
-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.
-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.
-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.
-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
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
-To ensure all operatives in the Incident Response Centre fully understand and comply with, all aspects of Mitie Policy relevant to legal and regulatory requirements
-To maintain and review accurate assignment instructions and complete regular reviews to ensure operatives understanding and compliance
-To maintain and review accurate risk assessments and complete regular reviews to ensure operative understand and compliance to polices and procedures.
-Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies
-The reporting and investigation of incidents and the identification of their causes. Ensure corrective actions are implemented and retain for audit purposes
-Ensuring all Mitie obligations relating to colleague Welfare, Health and Safety and Duty of Care are observed at all times
-Ensuring all complaints are recorded and fully investigated in accordance with Mitie processes and all reports are retained and forwarded to the relevant parties and within the specified KPI turnaround timescale
-Ensure all contractual requirements and KPI's are met and are in keeping with the customer's expectation
-Ensuring all vacancies are advertised with the appropriate agencies and maintain establishment to deliver the coverage KPI specified by the customer
-Actively manage and support IRC Supervisors.
-Managing recruitment and succession planning to ensure that your teams have the capability to deliver consistent high levels of service.
-Ensuring adequate and appropriate training, advice and support is provided to make the IRC team successful. This includes ensuring knowledge and use of key systems, tools and awareness of policies; undertaking regular appraisals; providing open feedback on progress and career development and use of sanctions for underperformance.
-That all direct reports take part in a structured 121 process as defined by the contract
-Leading IRC Supervisor and Operators to support colleagues across the clients network by creating a safe and secure environment.
-Lead ad-hoc projects as designated by senior management or the client on time and to the required high standard
-Ensure all members of staff are full trained in all aspects of the security functions of the IRC and full and detailed training records are complete and up to date at all times.
-Responsible for leading IRC Operatives to appropriately to process incoming telephone calls, requests for CCTV and Access Control evidence.
-Responsible for monitoring of Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business.
-Responsible for leading IRC Operaives to process incident reports from multiple Sainsbury's locations
-Responsible for leading 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.
-Ensure that all reported Sainsbury's incidents are accurately reported, reviewed and escalated appropriately
-Responsible for ID card production and access provisioning for corporate and distribution locations.
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:
-Day to day management of IRC function and operations.
-Management of Access Control System including oversight of adding of access to passes, issuing of new staff passes and responsibility for termination and deletion of Security access passes in line with the site Joiner, Mover and Leavers process.
-Management of IRC email inbox.
-Work with the Groups Security Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people, equipment, systems and other available resources. Establish work priorities and match them to these resources
-Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
-Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
-Responsbile for making sure the scheduled daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
-Responsible for ensuring the travel advise updates and welcome packs are sent out to Sainsbury's colleague who have booked on the travel platform
-Demonstrate an excellent understanding of all systems in use in the IRC, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
-Ensure the team respond to all customer calls and requests within target guidelines and give our customers an excellent customer experience at all times
-Ensure compliance with GDPR and Company and Client quality standards
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times
-Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
-Report to the Group Security Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
-Work and communicate with other support functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
-Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
-Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
-Coach team members to achieve processing performance through technical capability
-Complete ad-hoc projects as designated by the IRC Manager on time and to a high standard of quality
Personal Specification
-An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV and access control monitoring, access, remote access, and key-holding.
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
-Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
-Previous achievement of performance targets and driving performance through utilising metrics
-Excellent report-writing and analytical skills with sharp attention to detail
-Computer literate with a variety of software, including Microsoft Office and bespoke software
-Relevant industry experience - ability to demonstrate an understanding of SOC requirements and processes
-Ability to lead and motivate a diverse team to provide excellent customer service
-A decisive and assertive decision maker
-Ability to build and maintain relationships with a strong teamwork ethic
-Good educational background and a solid command of written and spoken English
-Experience of working within a demanding fast-paced environment
-Computer literate with a variety of software including Microsoft Office and relevant bespoke software
-Reliable, flexible and discreet
-Experience of working in a controlled environment and an ability to work under pressure
-Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
-Ability to accurately follow detailed processes
-A positive attitude and ability to deal with pressure professionally
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
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:
-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.
-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.
-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.
-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.
-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
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
-To ensure all operatives in the Incident Response Centre fully understand and comply with, all aspects of Mitie Policy relevant to legal and regulatory requirements
-To maintain and review accurate assignment instructions and complete regular reviews to ensure operatives understanding and compliance
-To maintain and review accurate risk assessments and complete regular reviews to ensure operative understand and compliance to polices and procedures.
-Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies
-The reporting and investigation of incidents and the identification of their causes. Ensure corrective actions are implemented and retain for audit purposes
-Ensuring all Mitie obligations relating to colleague Welfare, Health and Safety and Duty of Care are observed at all times
-Ensuring all complaints are recorded and fully investigated in accordance with Mitie processes and all reports are retained and forwarded to the relevant parties and within the specified KPI turnaround timescale
-Ensure all contractual requirements and KPI's are met and are in keeping with the customer's expectation
-Ensuring all vacancies are advertised with the appropriate agencies and maintain establishment to deliver the coverage KPI specified by the customer
-Actively manage and support IRC Supervisors.
-Managing recruitment and succession planning to ensure that your teams have the capability to deliver consistent high levels of service.
-Ensuring adequate and appropriate training, advice and support is provided to make the IRC team successful. This includes ensuring knowledge and use of key systems, tools and awareness of policies; undertaking regular appraisals; providing open feedback on progress and career development and use of sanctions for underperformance.
-That all direct reports take part in a structured 121 process as defined by the contract
-Leading IRC Supervisor and Operators to support colleagues across the clients network by creating a safe and secure environment.
-Lead ad-hoc projects as designated by senior management or the client on time and to the required high standard
-Ensure all members of staff are full trained in all aspects of the security functions of the IRC and full and detailed training records are complete and up to date at all times.
-Responsible for leading IRC Operatives to appropriately to process incoming telephone calls, requests for CCTV and Access Control evidence.
-Responsible for monitoring of Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business.
-Responsible for leading IRC Operaives to process incident reports from multiple Sainsbury's locations
-Responsible for leading 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.
-Ensure that all reported Sainsbury's incidents are accurately reported, reviewed and escalated appropriately
-Responsible for ID card production and access provisioning for corporate and distribution locations.
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:
-Day to day management of IRC function and operations.
-Management of Access Control System including oversight of adding of access to passes, issuing of new staff passes and responsibility for termination and deletion of Security access passes in line with the site Joiner, Mover and Leavers process.
-Management of IRC email inbox.
-Work with the Groups Security Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people, equipment, systems and other available resources. Establish work priorities and match them to these resources
-Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
-Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
-Responsbile for making sure the scheduled daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
-Responsible for ensuring the travel advise updates and welcome packs are sent out to Sainsbury's colleague who have booked on the travel platform
-Demonstrate an excellent understanding of all systems in use in the IRC, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
-Ensure the team respond to all customer calls and requests within target guidelines and give our customers an excellent customer experience at all times
-Ensure compliance with GDPR and Company and Client quality standards
-Where appropriate, implement actions to protect the business and minimise non-compliance at all times
-Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
-Report to the Group Security Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
-Work and communicate with other support functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
-Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
-Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
-Coach team members to achieve processing performance through technical capability
-Complete ad-hoc projects as designated by the IRC Manager on time and to a high standard of quality
Personal Specification
-An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV and access control monitoring, access, remote access, and key-holding.
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
-Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
-Previous achievement of performance targets and driving performance through utilising metrics
-Excellent report-writing and analytical skills with sharp attention to detail
-Computer literate with a variety of software, including Microsoft Office and bespoke software
-Relevant industry experience - ability to demonstrate an understanding of SOC requirements and processes
-Ability to lead and motivate a diverse team to provide excellent customer service
-A decisive and assertive decision maker
-Ability to build and maintain relationships with a strong teamwork ethic
-Good educational background and a solid command of written and spoken English
-Experience of working within a demanding fast-paced environment
-Computer literate with a variety of software including Microsoft Office and relevant bespoke software
-Reliable, flexible and discreet
-Experience of working in a controlled environment and an ability to work under pressure
-Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
-Ability to accurately follow detailed processes
-A positive attitude and ability to deal with pressure professionally
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