Duty Shift Manager - GSOC-EMEA

The Duty Shift Manager is responsible for overseeing the daily operations of GSOC-EMEA on behalf of Facebook and is also responsible for all Mitie vendor actions on shift. The Duty Shift Manager leads, coaches and develops the Lead Operator and a team of Operators. The Duty Shift Manager acts as the incident leader for business disruptions and crisis incidents and supports management during the activation of escalated incidents. The Duty Shift Manager develops and delivers technology and process improvements for GSOC-EMEA to maintain operational readiness for incident response. The Duty Shift Manager oversees with the Lead Operator taking point on call volume, alarm response and incident reports to ensure an appropriate level of service. The Duty Shift Manager will review performance data via Facebook dashboards for all cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology inline with agreed contract KPIs. Also provide guidance to the team on dealing with general assistance to both employees and guests. The Duty Shift Manager partners with the management team and the wider Global Security structure to support any operational issues and prepare for potential incidents.

Responsibilities include but are not limited to:

• Management of all Mitie processes, including but not limited to: rostering, Workplace+ scheduling, holiday management, team absence management, team performance management, E-Learning, SIA licence renewal forms, training onboarding documents, assignment Instruction & risk Assessment compliance and all shift 121 and MiReviews
• Completes initial HR processes in relation to employee conduct and capability and escalates through reporting channel accordingly
• Oversee the Lead Operator in the daily setup of the shift. Handover - both written and verbal. Confirmation of all operational chats updated at the start of each shift. Review both Facebook and Vendor Noticeboards
• Responsible for all team members development, including the lead operator. This should cover both Mitie and Facebook learning
• Communicate effectively, new business processes and procedures to team members
• Work closely with the management team and core business teams to provide a link between operations and the wider Mitie family
• Work closely with the Novi and SCR Operations Managers to provide key communication and foster team spirit and togetherness
• Innovates and initiates team activities and fosters team development and creates a learning environment
• Drives key business objectives, driving the team towards our vision and mission statements
• Responds to all email communication from the management team in a timely manner and meets all suggested deadlines
• Works closely with the training team to seek team development opportunities
• Manages team members apprenticeships and coursework activities
• Works to build relationships and collaborate with the Global Security family and the wider XFN teams
• Studies data from Facebook dashboards to seek team improvements and highlight any development opportunities 
• The Duty Shift Manager will oversee the daily operations of the SOC. This includes, but is not limited to the following: creating reports, and briefing leadership on incidents - potential or realized
• The Duty Shift Manager will act as the incident leader for business disruptions and crisis management.
• The Duty Shift Manager will recognize and identify GSOC requirements for additional software, hardware or staffing modifications
• The Duty Shift Manager works collaboratively with the GSOC and Global Security leadership team to prepare for, respond to, and recover from all incidents and crisis events that may impact Facebook domestically and internationally
• The Duty Shift Manager works closely with the GTIM management team to assist in providing internal and external information and intelligence about events that are occurring both domestically and internationally that may impact Facebook
• The Duty Shift Manager takes an active role in projects. The levels of responsibility will vary from consulting to owning projects based on the task
• The Duty Shift Manager communicates and disseminates information, using established communication vehicles, to key partners using best practices
• The Duty Shift Manager will oversee the Lead Operator and team Operators in dispatching security officers, ERT, facilities, police, fire and EMS personnel as required
• The Duty Shift Manager monitors, provides feedback and improves team performance relating to routine and emergency calls, the monitoring of alarms and video equipment including fire alarms, door alarms, and duress alarms 

Special Skills and Attributes include:

• Strong knowledge of HR employee processes
• Strong analytical, critical thinking and problem-solving skills
• Ability to review Data to drive team development and performance
• Project management experience 
• Ability to present to a leadership and management audience
• Proven ability to influence key business stakeholders
• Ability to build strategic vision and drive organisational change
• Strong organisation and planning skill with the ability to work in and define ambiguity/gray areas 
• Advanced computer skills and proficiency 
• Strong interpersonal and networking skills with a strong ability to work in a team environment 
• Ability to work under stressful and tight deadlines as well as the ability to manage in a fast-paced environment 
• Above average computer hardware and software knowledge 
• Excellent verbal and communication skills 
• Ability to multitask, discerns patterns in detail 
• Think through problems for logical solutions, and remain calm and professional under stress 
• Strong decision-making ability during both crisis and non-crisis situations 
• Able to work with highly confidential information 
• Must be able to speak clearly, give direction, and provide guidance to employees and security staff during emergencies 
• Able to work and communicate effectively with all levels of Leadership
• Required to have higher than average written and verbal English skills

Desirable experience and qualifications:

• Minimum level 5 management qualification or above 
• Experience managing a team
• Experience in the field of Business Continuity/Incident Management
• Understanding of crisis operations, risk management, and crisis communication
• Experienced in Tech Security for a global company
• Ability to work autonomously with accountability