Global Security Operations Center (GSOC) Operator

About the role

The Global Security Operations Center (GSOC) Operator serves as a centralized operational hub for monitoring systems and safety infrastructure across all JD North America store locations.

Operating within a 24/7 high-volume monitoring environment, the GSOC Operator leverages modern surveillance platforms, environmental telemetry, and real-time communication tools to safeguard store personnel, customers, physical assets, and inventory.

This position demands constant situational awareness, rapid incident verification, seamless coordination with emergency services, and meticulous enforcement of corporate security and data privacy policies.

Key Responsibilities

Systems & Video Monitoring: Continuously monitor video surveillance cameras, environmental sensors, LVT, smoke systems, and intrusion alarm systems across all North American store locations to maintain 24/7 situational awareness.

Alarm Verification & Incident Response: Verify alarms remotely via live video feeds and sensor data to eliminate false alarm calls, and initiate immediate action for break-ins, unauthorized access, or suspicious activities. Breakfix: Coordinate and track breakfix tickets for malfunctioning security hardware, cameras, alarms, and store access systems, liaising with field technicians and vendors to ensure rapid resolution.

CCTV View Approvals: Review, process, and approve or escalate requests for CCTV footage and live view access in strict compliance with company privacy and legal guidelines. Assigned Auditing: Conduct routine compliance and operational audits (such as alarm testing, camera coverage checks, and access log reviews) as assigned by the SOC Supervisor.

Emergency Coordination: Function as a primary point of contact during emergencies to coordinate directly with local law enforcement and emergency services. Access Control & Asset Tracking: Manage access control cards, alarm user permissions, store keyholders, and monitor GPS trackers on targeted stock items to assist with theft recovery.

Remote Delivery Support & Safety: Provide remote oversight for out-of-hours store deliveries by unsetting alarms, opening shutters, and monitoring lone delivery drivers. Field Safety & CCTV Requests: Action CCTV retrieval and access requests centrally while monitoring field team body cameras to ensure staff safety.

Threat Communication: Utilize two-way audio talk-down capabilities to communicate directly with potential threats on-site when necessary. Crisis Management Support: Assist as an operational hub during critical incidents, natural disasters, or civil unrest to support business continuity.

Qualifications

Experience: Experience operating within a Global Security Operations Center (GSOC), central monitoring station, retail asset protection environment, or emergency dispatch center is ideal, but not required. Technical Skills: Hands-on proficiency with Video Management Systems (VMS), physical access control software, alarm monitoring dashboards, GPS asset tracking platforms, and ticketing systems.

Regulatory Compliance: Comprehensive understanding of video surveillance ethics, data privacy compliance, evidence handling standards, and retail security protocols. Communication Skills: Strong verbal and written communication capabilities, with demonstrated composure when broadcasting live talk-down advisories or relaying details to emergency responders.

Schedule Flexibility: Ability to work flexible shifts, including overnight, weekend, and holiday rotations in a 24/7/365 operational setup. Core Competencies Situational Awareness: Maintains continuous focus across multiple display arrays to detect anomalies and identify security risks before escalation.

Decisiveness & Emergency Response: Rapidly assesses live telemetry and video footage under high-pressure scenarios to execute appropriate response protocols. Technical Troubleshooting: Efficiently identifies hardware/software failures and oversees vendor maintenance to preserve total security coverage.

• Data Integrity & Confidentiality: Manages sensitive video feeds, access permissions, and personal data with strict adherence to company guidelines.
• This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees.
• Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy.

The company reserves the right to modify this job description with or without notice. The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law.

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