GSOC Operator

Global Security Operations Center | Plano, Texas | Hourly, Full-Time

Specialized operates an enterprise-grade Global Security Operations Center (GSOC) 24/7/365 from a purpose-built facility in Plano, Texas. As a GSOC Operator, you will serve as the first point of awareness for alarms, video activity, calls, and security events. You will identify potential threats, assess situations accurately, and initiate the appropriate response while maintaining composure and attention to detail.

This is disciplined, high-trust work for professionals who can remain calm under pressure, follow established procedures, and make sound decisions in a fast-paced environment.

GSOC Operators monitor client sites, systems, and personnel from the Specialized operations floor and coordinate security responses through Aurix™, our proprietary automation platform.

In this role, you will monitor live video and alarm systems, answer routine and emergency calls, coordinate response resources, and accurately document security events. You will follow established Standard Operating Procedures (SOPs), post orders, and escalation protocols while meeting defined response-time, accuracy, and quality standards.

• Monitor live CCTV/video management systems (VMS), intrusion alarms, access control, and life-safety systems across multiple client locations.
• Identify potential security threats, assess alarm activity, and quickly resolve or clear false alarms in accordance with established procedures.
• Answer routine and emergency calls, radio communications, and duress signals while providing clear, professional assistance to employees, vendors, and guests.
• Dispatch security officers, field supervisors, response teams, and, when required, police, fire, and EMS personnel by telephone and radio.
• Follow established response protocols and escalation procedures for each type of incident.
• Triage and prioritize multiple incidents simultaneously, assessing severity and responding to the highest-priority events while maintaining overall situational awareness.
• Monitor real-time intelligence from open-source and third-party feeds, including news, weather, and public-safety alerts, for events that may affect client personnel or facilities.
• Escalate incidents to the appropriate supervisor or response team based on established escalation matrices.
• Follow SOPs, post orders, and escalation procedures consistently and accurately.
• Document all incidents thoroughly and accurately in activity logs and incident reports, ensuring records contain the information necessary for review, audit, and investigation.
• Meet established response-time, accuracy, productivity, and quality targets (KPIs/SLAs).
• Conduct effective shift handoffs to ensure the incoming operator receives a clear and current operating picture.

• High school diploma or equivalent required. College coursework or a degree in security, criminal justice, emergency management, or a related field is a plus.
• Previous experience in a GSOC/SOC, command center, dispatch, alarm monitoring, physical security, or a related environment is preferred.
• Military, law enforcement, corporate security, or emergency communications experience is also valued.
• Familiarity with video surveillance systems (CCTV/VMS), access control systems, intrusion alarms, and life-safety systems.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally by telephone, radio, and written reports.
• Sound judgment, composure under pressure, and strong situational awareness.
• Ability to quickly assess and prioritize multiple incidents while maintaining attention to detail.
• Comfortable working across multiple computer systems, applications, and monitors simultaneously.
• Ability to work rotating shifts in a 24/7/365 operation, including nights, weekends, and holidays.
• Ability to obtain a Texas Level II Non-Commissioned Security Officer License. Specialized sponsors and supports licensing for qualified hired candidates.

• Previous GSOC/SOC operator experience in an enterprise, corporate, or command-center environment.
• Hands-on experience with PSIM, security…