Career Opportunities at Opticom Kenya Limited

PURPOSE OF THE ROLE

The Control Room Manager is responsible for managing all facets of Control Room operations, including management of Control Room Operators, whilst overseeing the core duties of the Control Room in identifying, assessing and coordinating a strategic response to security and emergency situations.

The role is responsible for the ongoing development of all technologies pertaining to the Control Room. The role will also be responsible for reviewing and sourcing the latest technologies to enhance company capabilities in protecting the clients from any criminal, protest, terrorist and reputational threats.

KEY ACCOUNTABILITIES

• Manage control room operations and operators to ensure effective implementation and management of all SOPs for the security control room including the monitoring and operation of fire, security and access control systems, and proactively identifying risk, recommending, implementing appropriate corrective and preventive action.
•  Ensure Control Room Operators (CRO) are continuously trained in all facets of Control Room operations, while ensuring that they are proactively monitoring the site and responding to incidents and CRO conduct and take the lead on all incident investigations as required by reviewing CCTV and completing relevant reports.
• Provide strong leadership, guidance and direction to the team on all people and operational matters, including recruitment, training, development of staff engagement strategies, staff development and performance management to create a high performing, diverse and inclusive culture, where staff are inspired and encouraged to apply their diverse skills and perspectives to achieve common goals.
• Continually review effectiveness of all technical systems within the company to ensure the most modern and up to date systems and technology is utilized, and provide advice on the most efficient and effective use of current surveillance equipment.
• Provide strategic and operational security advice to the Operations Manager, focusing on the control room operations, and proactively identifying risk, recommending and implementing appropriate corrective and preventive action
• Actively contribute to the improvement of company operations and service standards by identifying, recommending and implementing approved initiatives, operational plans, standard operating procedures and security procedures that recognise the importance/status of the building and security threats.
• Maintain understanding and comply with the requirements of legislation, policy and procedures that govern CCTV operations in order to maintain the security and integration of company systems. Maintain close relationships with Local Area Command ensuring appropriate information is passed on by control room operators to ensure they have necessary information to resource and manage incidents.

KEY CHALLENGES

• Operate within a 24 hour live operating environment, including working rotating shifts across days, evenings and weekends.
• Working within a high public visitation site within an increased security threat level environment, remaining vigilant to ensure incidents are identified and managed appropriately.
• Clearly understanding the impacts of local and international incidents which may impact the company. Proactively identifying through the use of CCTV, key risk indicators or potential threats to the safety of visitors, employees and the precinct of the company.

ESSENTIAL REQUIREMENTS

• Degree in Security Management or any other relevant course
• Proven ability to provide strong people leadership in a complex environment, including designing and successfully implementing initiatives to improve team culture and engagement, staff development and teamwork.
• 10+ years demonstrated operational experience within a security control room environment within a high profile or high public visitation site characterized by high levels of constantly changing activity, with a large range of cameras and systems.
• Experience in delivering security or related services within heightened level of threat and experience of a multitude of security incident types and responses and in liaising with outside security agencies and emergency services.
• Thorough understanding of the Workplace Surveillance Act, along with all the relevant laws and regulations surrounding the operations of CCTV and thorough understanding of CCTV policies within a large organization.
• Proven experience in investigating Security and or terrorism related incidents.
• Proven capability to work under pressure and operate multiple systems in a high-pressure work environment.
• High level of attention to detail and the ability to resolve problems requiring interpretation and assessment of complex situations.
• Intermediate to advanced computer skills, as well as strong administrative and report writing skills including writing procedure and policy development documentation.
• The ability to work 12 hour shifts on a 24/7 rotating roster.
• Ability to make sound decisions in complex environments that have the potential to jeopardize the safety and integrity of the building.
• Relevant experience in dealing with complex situations with a changing or mobile threat incident

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Job brief

Reporting to the Control Room Manager, the successful candidate will be an essential part of the smooth daily operation of the business. The Senior Communications Controller will be tasked to work closely with the Operations team and to ensure all Control Room operations needs are met.

Responsibilities

• Report to the Control Room Manager on all matters arising in the Control Room.
• Ensure all Controllers comply with Control Room SOPs and General Company policy.
• Ensure that all documentation for clients are well filed on soft copy and can be easily reached by the Tire 1 and 2 Controllers.
• Ensure that all processes matrixes are available and amended based on the need for every assignment.
• Be in charge of all CCTV client log-ins and credentials and must be well secured.
• Training and deployment of new controllers and organizing for refresher training for the old team.
• Organizing weekly/monthly operations meetings and implementing an action plan
• Preparing controllers rota and plan for their annual leaves.
• Supervise all other shift controllers and ensure they comply with Company and Control Room Policies and processes.
• Liaise with the sub-contractors to make sure that they comply with the company policies on deployments.
• Organize Control Room weekly meetings and communicate agenda in advance.
• Liaise with Controllers for their concerns and raise it up in a professional way with management.
• Ensure Content Management Systems is updated for all required folders.
• Ensure all time sheets are in latest by every Wednesday morning of the week, verified, signed and readable and on correct folders.
• Ensure subcontractors comply with rota requirements.
• Work on daily client security reports including flash reports to the clients.
• Take note of all requests on phone calls, emails and other channels and ensure they are dealt with and on time.
• Proof read all reports submitted from Control Room to ensure they are accurate, well spelt and properly formatted before sharing with the client.
• Work on patrol reports and submit to client every morning, verify and report missed patrol to management for follow up with respective officers.
• Prepare Controllers rota factoring in all company policy and relevant labour laws.
• Ensure Control Room operation standards are complied with by Control Room staff.

Operations Competencies

• Understand the job description
• Expected to build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
• Must be operationally proactive, eager to learn, and be a solution-oriented operations individual

Qualifications, Skills & Experience

• Minimum of a Degree in Criminology or in a related field.
• Minimum of 5 years’ experience as a Control Room Operator.
• Experience using relevant security technology and security platforms (e.g., CCTV, computers, and Security Software).
• Clear and precise reporting and incident management.
• Proficient in MS Office and Google Suite.
• A valid Certificate of Good Conduct.
• Articulate problem-solving skills.
• Must be good in organizational and multitasking abilities.
• Excellent communication skills and good command of the English language both written and spoken – clear and courteous on the phone and email.
• Ability to work shifts both day and night.