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Job Description:
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1. The duty controller shall report to the SOC Executive.
2. The duty controller is responsible for being totally familiar with and for carrying out the duties specified by the CBM Security – General manager, or that of any other person authorised by the GM, company policies, procedures and contingency plans that may be in force or amended from time to time including ISO standards.
3. To be completely familiar with all aspects of the SOC duties while deployed to the Operations Centre.
4. Liaises with and reports to the SOC Executive regarding any incidents that are reported from site and or that affects the efficient and safe operation of the SOC facility.
5. Compiling and updating the various records, logs and documents required during his tour of duty as specified. These can be daily, weekly and monthly reports.
6. Deals with any client inquiries or complaints in accordance with the established Standard Operation Procedures (SOP).
7. Handles phone messages and ensures prompt transmission to the relevant person(s) who needs to be informed and keeping appropriate records of all such calls.
8. Co-ordinates and supports actions required during emergencies and incidents in accordance with SOC and site instructions. Incident investigation support and assistance on major incidents and incident resolution inclusive of incident management.
9. Helps maintain a confidential list of all the names, addresses and phone numbers of all CBM Security Pte. Ltd. management personnel for contact in the event of an emergency. At no time are personal details or telephone numbers of these personnel to be communicated to any unauthorized person before written permission has been obtained by contacting the person in question.
10. To be calm and reassuring for clients and or CBM Security staff during times of crisis and assists in Crisis management coordination.
11. Cares for equipment’s in the SOC and reports damage and or malfunction immediately to the SOC Executives and follows up in writing.
12. Assists in following security access control procedures to the SOC.
13. Maintains and keeps up to date the company SOC information system regarding Incidents etc. i.e. ‘Timesoft’ etc.
14. Be subject to detailed background vetting checks by the company.
15. Works 12 hours per shift.
16. Monitor CCTV at off sites
a. Duty Controllers will review live footage constantly to confirm CCTV in good working condition and to escalate thru email to IT Department if there is a fault. Each event must be documented in the occurrence book.
b. When viewing CCTV, if duty controllers spots any abnormalities, they are to immediately escalate with email to Ops department. If situation is judged to be serious, duty controllers will follow the escalation process as spelt out the SOP on Incident Management Escalation Process. SOC Executive will instruct for an incident report to be put up if need be. Every event must be documented in the occurrence book.
17. SOC Duty Controller is to carry out duty mobile phone checks every other day, prior to commencement of shift.
18. The SOC may hold internal office keys for the building and various duplicate keys for other aspects of the company’s operations (i.e. vehicle keys etc.).
19. A record/register is to be maintained by the Duty Controller of all keys held in the SOC, in which entries will be made for all issuance and receipts of internal office keys.
20. During the SOC shift hand over, all keys must be checked/accounted for and signed for by the oncoming duty controller.
21. Keys may only be issued on receipt of a signature in the key register and only be issued to authorized persons. The key control register shall be checked at least once per week by the SOC Executive with a signature to show that the check has been carried out.
22. Keys when not in use must be secured in a lockable cabinet, or in a secure area on key racks.
23. Key registers when full are to be maintained for a minimum period of 3 years.
24. Other duties as required and instructed, in writing.
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