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Lead Operations Center Operator

4 months ago

Dallas, United States Harwood International Full time
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.