Global Security Operations Center (gsoc) Lead Operator

Global Security Operations Center (GSOC) Lead Operator

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

Join the team as Twilio's next Lead Operator, Global Security Operations Center (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 utilize best-in-class technology to identify potential business disruptions as early as possible and streamline critical emergency response and notification to minimize 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. Lead 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. Lead GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns. When an incident occurs, the GSOC Operators 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.

In this role, you'll:

Monitoring and Surveillance

• Utilize 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 travelers 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 travelers 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 (SOPs)
• Advise and train others in SOP development and implementation
• Utilize 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

*Required:

• 3+ years of experience in a GSOC working environment
• 1+ years of experience in a lead operator role, or equivalent
• 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 prioritize 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

Location: This role will be Hybrid and based in Bengaluru, India.

Travel: We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.