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    Lead Operations Center Operator - Dallas, United States - Harwood International

    Harwood International
    Harwood International Dallas, United States

    4 weeks ago

    Default job background
    Description
    Overview

    As the Lead HOC (Harwood Operations Center) Operator at Harwood International, the individual will play a crucial role in overseeing the safety and security operations across Harwood International, Harwood Hospitality Group, and the Harwood District. This position demands a dedicated professional capable of navigating both independent and collaborative work environments within a high-tech, fast-paced setting. The Lead HOC Operator will manage daily operations, respond to incidents, and support the Asset Protection management team, ensuring effective communication and coordination with concierge personnel.

    Job Responsibilities
    • Monitor and manage incidents, including camera and security alarm monitoring, video review, dispatching, resource allocation, and incident response communications.
    • Follow and enforce safety and security protocols, including training programs for the HOC team.
    • Conduct preventative maintenance checks on security technology systems, troubleshoot issues, and initiate work orders for repairs.
    • Compile open-source security information and monitor real-world events for potential escalation.
    • Coordinate with first responders, stakeholders, and local law enforcement during incidents or emergencies.
    • Ensure critical incidents are communicated to supervisors, managers, or leadership around the clock.
    • Align departmental vision and mission with the leadership directives of Harwood International.
    • Oversee incident reports and investigations, ensuring accurate documentation within the Prism reporting system.
    • Utilize SharePoint and Microsoft Office Suite to generate reports and access security-related information.
    • Make decisive actions under high tension and stressful situations, maintaining professionalism in all interactions.
    Competencies
    • Demonstrated problem-solving skills with the ability to make sound decisions independently during stressful situations.
    • Exceptional customer service orientation.
    • Superior written and verbal communication abilities.
    • Effective time management, multitasking, and teamwork skills.
    • Detail-oriented with a keen sense of urgency and safety awareness.
    Required Education & Experience
    • High School Diploma or equivalent.
    • Proficiency in Microsoft Office.
    • Preferred knowledge of security systems technology (video management, access control, and radio communications systems).
    • At least 2 years of experience in a security, emergency, or facilities operations dispatch/communication center.
    • At least 5 years of experience working at Harwood International with a focus on leadership roles within the Harwood Operations Center.
    Physical Demands
    • Ability to sit or stand for prolonged periods.
    • Capability to operate multiple computer monitors simultaneously.
    • Must meet physical requirements including lifting up to 25 lbs, twisting, reaching, bending, and moving as necessary for the role.
    Work Environment & Schedule
    • The role entails working indoors and/or outdoors, subject to varying weather conditions.
    • Requires public interaction and occasional public speaking.
    • Flexible work shifts, including days, nights, weekends, and holidays, to meet operational needs.
    This position is a unique opportunity to contribute to the safety and security of Harwood International's diverse operations. We are looking for a committed and vigilant professional to lead our HOC operations and ensure a secure environment for all our stakeholders.
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