Description
Join the team as Twilio's next Operator, Global Security Operations Centre (GSOC) who will play a critical role in informing our overall security posture to enable a safe working environment.
As a member of the Corporate Safety & Security team, you'll utilise best-in-class technology to identify potential business disruptions as early as possible and streamline critical emergency response and notification to minimise impact to our people, assets, operations, or brand reputation.
This position is needed to maintain a broad situational awareness over internal and external physical events that could impact employee safety or pose a threat to business assets or operations across Twilio's global footprint.
GSOC Operators monitor a variety of data sources including internal access control systems, external incident aggregators, travel safety applications, and general open source reporting materials.
GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns.
When an incident occurs, the GSOC Operator may dispatch security resources, escalate to crisis management teams, send broad communications to Twilio employees, or execute a mass notification to account for employee safety.
Responsibilities:
Monitoring and Surveillance - Utilise various physical security asset monitoring and surveillance systems to detect potential unauthorized access, suspicious activity, or other security incidents
Monitor open-source threat intelligence and other internal SaaS tools to maintain situational awareness of persistent or emergency global events with potential or direct impact to operations
Security Operations Support - Support access control and visitor management processes
Manage security-related calls for service and provide general guidance to employees, vendors, and guests
Maintain awareness of business travellers and personnel accessing Twilio facilities
Partner with local site security teams to escalate and dispatch resources for incident and alarm response
Review travel requests to elevated risk locations, assist travellers through the approval process, and cross-reference live itineraries with external incidents
Incident Management - Perform the first point of incident intake across a variety of emergencies, including medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents
Assess and triage events and incidents to determine their impact to operations
Dispatch and coordinate response with emergency response personnel
Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted
Maintain real-time incident documentation for reporting and analysis
Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions
Participate in post-incident reviews to document and implement corrective action and improvements to future response
Operational Excellence - Maintain a strong understanding of security and emergency standard operating procedures
Utilise critical thinking and problem-solving skills to analyse situations and implement solutions
Support large projects that will improve Twilio's GSOC capabilities and initiatives
Qualifications:
- 3+ years of experience in a GSOC working environment
- Experience with physical safety and security technology, systems (ACS, IDS, VSS, VMS), travel safety, and mass notification tools
- Experience with open-source intelligence (OSINT) research tools
- Strong critical thinking and problem-solving skills
- Proven ability to follow standard operating procedures and playbooks
- Ability to prioritise tasks in a fast-paced environment
- Ability to stay calm, professional, and think clearly in high-stress situations
- Ability to communicate clearly and concisely; verbal and written
- Ability to work 'non-standard' shift hours, to overlap as needed with colleagues and stakeholders in other global locations, including weekend and holiday hours
- English Language Proficiency
Desired:
- Customer service mindset
- Comfortable with a high-tech work environment
- Eager to learn new tools and processes
- Ability to work independently and as part of a team
- Proficiency in Google Suite
Additional Language Proficiency
Shift Details: Variable (8–10-hour shifts)
Must be flexible to work holidays, weekends, and occasional overtime.
Travel: Approximately 10% travel is anticipated to help you participate in project or team in-person meetings to help you connect in a meaningful way.
What We Offer:
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings programme, and much more. Offerings vary by location.
Compensation:
- Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State.
The estimated pay ranges for this role are as follows:
- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $26.27 - $32.84
- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $27.77 - $34.71
- Based in the San Francisco Bay area, California: $30.85 - $38.56
- This role may be eligible to participate in Twilio's equity plan and corporate bonus plan.
All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Applications for this role are intended to be accepted until November 15 but may change based on business needs.
Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values , something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!