Description
We are seeking a Principal Associate, Sentry Shift Supervisor to join our Global Security Operations Center team. As a Sentry Supervisor, you will play a key role in safeguarding Capital One's people, customers, facilities, branches, cafes, and assets. You will lead a dedicated shift of teammates responsible for emergency response, alarm and event monitoring, incident detection, triage, and notification.
Responsibilities:
- Act as people manager and development coach for Security Operations Specialists on shift and indirect manager of contract Watch Officers
- Collaborate effectively with other Sentry supervisors, ensuring knowledge sharing from shift to shift and managing schedules to ensure coverage across shifts and centers
- Review and provide ongoing feedback on all aspects of Sentry training and engage in and develop learning opportunities and preparedness exercises
- Complete audits and quality assurance reviews of processes and procedures, in support of investigations or as directed by Sentry manager or risk/control partners
- Continuously look for ways to simplify and improve processes and escalate process gaps
- Keep abreast of current and emerging threats and trends across the Capital One footprint
- Coordinate communications and maintain critical system statuses in emergency situations; may facilitate cross-functional calls
- Support project managers on new install and projects involving security monitoring, including testing of the systems
- Support investigations of critical incidents across the Capital One footprint as directed
- May proxy for the Sentry manager or support other shifts
- May lead cross-team initiatives or participate in wider team workstreams
- Other administrative tasks as deemed necessary by Sentry manager
Requirements:
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience managing people in an emergency or security operations center, crisis or call center setting
- At least 1 year of experience with Google for Business suite applications
- At least 1 year of customer service experience
Preferred Qualifications:
- Bachelor's degree or military experience
- 3+ years of experience managing people in an emergency or security operations center, crisis or call center setting
- 1+ year of experience with security technology systems and emergency communication operations
- 1+ years of experience in intelligence gathering, assessment and reporting