Shift Lead-Technical

Job Title: Shift Lead - Technical (SROC) Location: Gurugram Position Summary The Shift Lead - Technical is a critical hybrid role responsible for overseeing the daily operations of the SROC shift while simultaneously serving as the primary technical escalation point. This role ensures that security operators perform effectively, incidents are managed according to Standard Operating Procedures (SOPs), and all critical security systems (VMS, Access Control, Alarms) maintain maximum uptime through immediate technical troubleshooting and resolution. Key Responsibilities 1. Operational Leadership (Shift Lead) Shift Management: Supervise, guide, and support SROC operators during the assigned shift. Ensure adequate staffing, manage breaks, and conduct comprehensive shift handovers. Incident Management: Act as the primary point of escalation for complex security incidents. Coordinate emergency response, dispatch resources, and liaise with law enforcement or emergency services as required. Quality Assurance & SOP Compliance: Monitor team performance to ensure strict adherence to client protocols and G4S SOPs. Conduct spot checks and provide immediate feedback. Reporting: Draft, review, and finalise shift reports, daily intelligence briefings, and critical incident reports before distribution to stakeholders. 2. Technical Triage & System Engineering System Troubleshooting (L1/L2 Support): Proactively monitor and troubleshoot technical issues related to CCTV (VMS), Access Control Systems (ACS), intrusion alarms, and communication platforms. Immediate Fault Resolution: Diagnose and resolve software glitches, network connectivity drops, and hardware malfunctions on the floor to minimise system downtime. System Maintenance: Conduct daily health checks on all security infrastructure. Perform basic server maintenance, application restarts, and firmware updates during off-peak hours. Vendor & IT Coordination: Serve as the technical bridge between the SROC and external IT teams, system integrators, or OEM support (e.g., Genetec, Milestone, Lenel) for Level 3 escalations. Technical Documentation: Maintain an updated log of technical faults, resolutions, and system configurations. Assist in creating technical troubleshooting guides for junior operators. Qualifications and Requirements Education & Experience Bachelors degree in Information Technology, Computer Science, Electronics, or a related technical field. Minimum 35 years of experience in a GSOC, SROC, or Control Room environment, with at least 12 years in a leadership or senior technical capacity. Technical Skills Strong working knowledge of enterprise-level Video Management Systems (e.g., Milestone, Genetec, Avigilon) and Access Control Systems (e.g., Lenel, CCURE, Honeywell). Solid understanding of IT networking principles (TCP/IP, LAN/WAN, switches, routers) and their application in physical security infrastructure. Familiarity with server operating systems (Windows Server, Linux) and basic IT infrastructure troubleshooting. Certifications in IT (e.g., CompTIA Network+, Security+) or specific security systems are highly preferred. Core Competencies Crisis Management: Ability to remain calm, make rapid decisions, and lead a team during high-stress situations. Analytical Thinking: Strong problem-solving skills to diagnose both operational bottlenecks and technical system failures. Communication: Excellent written and verbal communication skills to clearly convey technical issues to non-technical stakeholders and write comprehensive incident reports. Flexibility: Willingness to work rotating shifts, including nights, weekends, and holidays, as is standard in a 24/7 SROC environment.