Lead Security Operations Center Operator

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com. 

Who are we hiring?

The Lead Security Operations Center (SOC) Operator is responsible for using best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business, the brand and or employees. A successful SOC Lead will be a problem solver, possess critical thinking skills, be comfortable tasking and leading both peers and subordinates.  This position uses best practices for communicating information surrounding incident response and daily tasks to leadership as appropriate. The Lead SOC Operator will monitor cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology, and provide general assistance to both employees and guests. The Lead SOC operator supports the MSG Arena, headquarters, and appropriate field Venues as they prepare for, respond to, and recover from both crisis and non-crisis incidents.

What will you do?

• The Lead SOC Operator is responsible for answering routine and emergency calls, monitoring alarms and video equipment including video alarms, door alarms, and duress alarms and provides general assistance to employees, vendors and guests.
• The Lead SOC Operator is responsible for monitoring a variety of Security and Risk Management tools to assist in identifying threats and/or risks to the organization.
• The Lead SOC Operator will take a leading role in the SOC response to life safety incidents (medical, safety, natural disasters, etc.) and dispatch security officers, ERT, facilities, police, fire and EMS personnel as required via telephone, radio and/or software systems provided by MSG.
• The Lead SOC Operator oversees and maintains various records of communications between Leadership and the SOC Operation.
• Evaluate incidents that may impact employees, venues, or offices and coordinate the escalation from SOC to security management and subsequently to other business units as necessary.
• The Lead SOC Operator takes a leadership role in position related projects. The levels of responsibility will vary from consulting on and owning projects.
• The Lead SOC Operator will provide coaching and mentorship to junior Operators.
• The Lead SOC Operator shall assist SOC Supervisors and Manager with scheduling of open shifts at all venues.
• The Lead SOC Operator shall act in a supervisory manner as required to oversee the SOC during event hours or as otherwise needed.

What do you need to succeed?

• Strong understanding and troubleshooting capabilities for CCTV, Physical Access Control, and various Security Software Platforms utilized by the organization.
• Strong communication skills at all levels within the organization.
• Strong report writing ability which can be presented to all levels of management within the organization.
• Knowledge of Microsoft Office 365 suite of products.
• Must be detail-oriented, organized with the ability to multi-task in a fast-paced, deadline-oriented environment, with strong ability to make decisions quickly.
• Ability to analyze problems, identify causes, and implement results-oriented solutions.
• Excellent organizational and time management skills.
• A professional demeanor, along with excellent customer service skills.
• Able to manage and handle situations of a sensitive nature and maintain company’s confidentiality and information security practices (personnel issues, investigations, public relations incidents, emergency personnel contact information, etc.).
• Ability to work independently while also being a team player.
• SOC experience with knowledge of CCTV, Access Control, and Social Media Monitoring tools preferred.

Special Requirements

• Ability to influence people who do not report to you to assist in completing projects.
• Ability to work a flexible schedule inclusive of days, nights, weekends and holidays.
• Must be able to work a flexible schedule inclusive of weekends, nights, holidays are required.

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At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.