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Security Operations Centre - SOC Team Leader

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Job ID:

1724372

Location:

Northamptonshire 

Salary:

per annum
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Job Views:

5

Employment Type:

Full time

Posted:

12/10/2020

Closing Date:

09/11/2020
col-wide 

Job Description:

Job objectives and responsibilities

· Leading a team of SOC Operators to support colleagues across the clients network by creating a safe and secure environment

· Enabling store teams to make their store a safe place to work and shop

· Responsible for leading a team of SOC Operators to appropriately to process incoming telephone calls, requests for CCTV,

· Responsible for leading a team of SOC Operators 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.

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 supervision of the SOC team

· Work with the Head of SOC 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 Team Leader to correctly follow the agreed processes

· Demonstrate an excellent understanding of all systems in use in the SOC, 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 Head of SOC 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 Head of SOC on time and to a high standard of quality
Company Info
Confidential

Company Profile



Company Info


Confidential

Phone:
Web Site:

Security Operations Centre - SOC Team Leader

col-narrow-left 

Job ID:

1724372

Location:

Northamptonshire 

Salary:

per annum
col-narrow-right 

Job Views:

5

Employment Type:

Full time

Posted:

12/10/2020

Closing Date:

09/11/2020
col-wide 

Job Description:

Job objectives and responsibilities

· Leading a team of SOC Operators to support colleagues across the clients network by creating a safe and secure environment

· Enabling store teams to make their store a safe place to work and shop

· Responsible for leading a team of SOC Operators to appropriately to process incoming telephone calls, requests for CCTV,

· Responsible for leading a team of SOC Operators 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.

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 supervision of the SOC team

· Work with the Head of SOC 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 Team Leader to correctly follow the agreed processes

· Demonstrate an excellent understanding of all systems in use in the SOC, 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 Head of SOC 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 Head of SOC on time and to a high standard of quality