Crisis24 Group
The GSOC Analyst must be detail-oriented, professional, and able to communicate clearly when responding to security events and operational incidents. The role requires strong analytical thinking, sound judgement, and a team-first mentality. Daily responsibilities will focus on proactive CCTV monitoring, review of access control alerts, incident escalation, global event monitoring, travel risk monitoring, and internal and external communications. The GSOC Analyst will monitor a variety of security systems, intelligence tools, and communication channels to identify, assess, and escalate incidents that may impact client personnel, offices, travellers, or operations. The successful candidate must be able to assess information quickly, remain calm under pressure, and produce clear, accurate communications for a global audience. Essential Functions Monitor CCTV feeds, access control alerts, alarms, and other security systems to identify and upscale incidents. Review security alerts such as doors forced, doors held, suspicious activity, or other incidents requiring verification. Conduct proactive monitoring of client sites, offices, and locations of concern. Monitor global events, security incidents, travel disruption, civil unrest, severe weather, and other developments that may impact client personnel or operations. Assess incident notifications and gather relevant information from internal systems, open source sources, and security tools. Escalate emergency and non emergency incidents to the appropriate client security teams and Crisis24 stakeholders. Support travel risk monitoring and escalation for business travellers and employees in areas of concern. Respond to inbound communications from employees, security personnel, and internal stakeholders in a professional and customer focused manner. Write clear and accurate incident reports, security updates, and situational awareness communications. Maintain accurate logs, reports, files, and other operational documentation. Work closely with onsite, offsite, internal, and external security teams. Contribute to procedures and processes that support consistent GSOC operations and effective risk management. This Job Description is not a comprehensive list of all required activities, duties, or responsibilities. Duties, responsibilities, and activities may change at the discretion of the leadership at any time with or without notice. Required and Preferred Experience and Qualifications Previous experience in a GSOC, SOC, corporate security, control room, intelligence, military, law enforcement, emergency operations, or critical incident management environment is preferred. Experience with CCTV monitoring, access control systems, alarm monitoring, incident management platforms, travel risk tools, or open source monitoring tools is desirable. Must hold, or be able to obtain before deployment, a valid SIA Public Space Surveillance / CCTV licence due to the role's CCTV monitoring and security escalation responsibilities. Strong written and verbal communication skills, with the ability to communicate clearly and professionally with a global audience. Ability to assess information quickly, make sound decisions, and elevate incidents appropriately under pressure. Must be a competent user of Microsoft Office, Microsoft Teams, SharePoint, Outlook, Google Workspace, and similar technology platforms. Must be willing to sign an NDA and maintain strict confidentiality when handling sensitive client, employee, and security information. Strong attention to detail, organisational skills, and ability to manage multiple tasks or incidents concurrently. Professional and composed when dealing with executives, clients, internal teams, external partners, authorities, and members of the public. Ability to work a shift based rota, including days, nights, weekends, public holidays, and training events outside normal working hours when required. Work Environment & Physical / Mental Demands With or without reasonable accommodation, this role requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the role includes: Must undergo and meet company standards for background and reference checks. Exposure to sensitive and confidential information. Regular computer usage and use of security technology platforms. Ability to handle multiple tasks, alerts, and incidents concurrently. Frequent sitting and/or standing during shift periods. Strong focus and attention to detail over extended periods. Ability to remain calm and professional during urgent, sensitive, or high pressure situations. Manual dexterity is required for occasional reaching, lifting of small objects, and operating office equipment. Must be flexible with the ability to work days, nights, evenings, weekends, public holidays, and occasional overtime as required. AAP/EEO Statement Crisis24 Executive Protection Division is an equal opportunity employer and does not discriminate against candidates/employees based on race, colour, creed, religion, ancestry, age, sex, sexual orientation, marital status, pregnancy, national origin, disability or handicap, or veteran status.
The GSOC Analyst must be detail-oriented, professional, and able to communicate clearly when responding to security events and operational incidents. The role requires strong analytical thinking, sound judgement, and a team-first mentality. Daily responsibilities will focus on proactive CCTV monitoring, review of access control alerts, incident escalation, global event monitoring, travel risk monitoring, and internal and external communications. The GSOC Analyst will monitor a variety of security systems, intelligence tools, and communication channels to identify, assess, and escalate incidents that may impact client personnel, offices, travellers, or operations. The successful candidate must be able to assess information quickly, remain calm under pressure, and produce clear, accurate communications for a global audience. Essential Functions Monitor CCTV feeds, access control alerts, alarms, and other security systems to identify and upscale incidents. Review security alerts such as doors forced, doors held, suspicious activity, or other incidents requiring verification. Conduct proactive monitoring of client sites, offices, and locations of concern. Monitor global events, security incidents, travel disruption, civil unrest, severe weather, and other developments that may impact client personnel or operations. Assess incident notifications and gather relevant information from internal systems, open source sources, and security tools. Escalate emergency and non emergency incidents to the appropriate client security teams and Crisis24 stakeholders. Support travel risk monitoring and escalation for business travellers and employees in areas of concern. Respond to inbound communications from employees, security personnel, and internal stakeholders in a professional and customer focused manner. Write clear and accurate incident reports, security updates, and situational awareness communications. Maintain accurate logs, reports, files, and other operational documentation. Work closely with onsite, offsite, internal, and external security teams. Contribute to procedures and processes that support consistent GSOC operations and effective risk management. This Job Description is not a comprehensive list of all required activities, duties, or responsibilities. Duties, responsibilities, and activities may change at the discretion of the leadership at any time with or without notice. Required and Preferred Experience and Qualifications Previous experience in a GSOC, SOC, corporate security, control room, intelligence, military, law enforcement, emergency operations, or critical incident management environment is preferred. Experience with CCTV monitoring, access control systems, alarm monitoring, incident management platforms, travel risk tools, or open source monitoring tools is desirable. Must hold, or be able to obtain before deployment, a valid SIA Public Space Surveillance / CCTV licence due to the role's CCTV monitoring and security escalation responsibilities. Strong written and verbal communication skills, with the ability to communicate clearly and professionally with a global audience. Ability to assess information quickly, make sound decisions, and elevate incidents appropriately under pressure. Must be a competent user of Microsoft Office, Microsoft Teams, SharePoint, Outlook, Google Workspace, and similar technology platforms. Must be willing to sign an NDA and maintain strict confidentiality when handling sensitive client, employee, and security information. Strong attention to detail, organisational skills, and ability to manage multiple tasks or incidents concurrently. Professional and composed when dealing with executives, clients, internal teams, external partners, authorities, and members of the public. Ability to work a shift based rota, including days, nights, weekends, public holidays, and training events outside normal working hours when required. Work Environment & Physical / Mental Demands With or without reasonable accommodation, this role requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the role includes: Must undergo and meet company standards for background and reference checks. Exposure to sensitive and confidential information. Regular computer usage and use of security technology platforms. Ability to handle multiple tasks, alerts, and incidents concurrently. Frequent sitting and/or standing during shift periods. Strong focus and attention to detail over extended periods. Ability to remain calm and professional during urgent, sensitive, or high pressure situations. Manual dexterity is required for occasional reaching, lifting of small objects, and operating office equipment. Must be flexible with the ability to work days, nights, evenings, weekends, public holidays, and occasional overtime as required. AAP/EEO Statement Crisis24 Executive Protection Division is an equal opportunity employer and does not discriminate against candidates/employees based on race, colour, creed, religion, ancestry, age, sex, sexual orientation, marital status, pregnancy, national origin, disability or handicap, or veteran status.
Crisis24 Group
Who We Are Looking For Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, as well as expatriates worldwide, supporting our clients in managing the risks to their global travelling populations and domestic workforces As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and "face" of Crisis24, responsible for professionally and efficiently assisting those who contact us To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management What You Will Work On Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison As the initial "face" of Crisis24, you are an ambassador for professional customer service delivery and operational excellence Adhering to telephony, email and case handling Service Level Agreements Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data captured Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management Monitoring and managing the 24/7 email inbox Managing claims and billing queries (calls and emails) Updating dedicated client SOPs and returning to the client/account manager Prepares case management reports for clients to document actions undertaken Prepares monthly reports for clients to be sent by the 10th business day of each month Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day Supporting case management and closure on the Medical Specialist team's agenda Be responsive and empathetic to the needs of clients, customers and colleagues Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer Who You Will Work With You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation. What You Will Bring Professional communication skills - verbal, written and interpersonal Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic Ability to work well under pressure in a fast-paced environment and multitask Effective time management and the ability to prioritise workload Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service Fluency in another European/Asian language is an asset, but not essential
Who We Are Looking For Crisis24 provides 24/7 medical and security assistance to business and leisure travellers, as well as expatriates worldwide, supporting our clients in managing the risks to their global travelling populations and domestic workforces As a Global Operations Coordinator (GOC), you are part of the Global Operations Coordinator first-call capability in a fast-paced environment, handling all inbound contact from our customers, clients and stakeholders, including calls and emails. You are the first point of contact and "face" of Crisis24, responsible for professionally and efficiently assisting those who contact us To be successful in this critical frontline role, you must be able to work professionally under pressure, enjoy engaging with callers and be empathetic, be able to multitask, adhere to policies, procedures and protocols and work systematically and effectively The Global Operations Coordinator supports operational excellence and efficiencies by capturing, managing and closing new cases and calls, enabling the Medical Operations Specialists and Security Operations Specialists to focus on ongoing case management What You Will Work On Managing all contacts into the Crisis24 Global Operations Centre professionally and in line with company protocols and procedures. Key responsibilities include (but are not limited to): Inbound and outbound call handling and triage, email handling, case management, customer, client, and stakeholder liaison As the initial "face" of Crisis24, you are an ambassador for professional customer service delivery and operational excellence Adhering to telephony, email and case handling Service Level Agreements Opening all new cases in the Crisis24 case management system, ensuring the calls are handled appropriately, adhering to client SOPs (Standard Operating Processes) and first call protocols and ensuring the integrity of data captured Seamlessly triaging calls and interfacing with other teams, including Medical Operations Specialists, Security Operations Specialists, Claims, and internal and external stakeholders Opening and managing queries, Pre-Trip and Travel Assistance, Medical Advice and Referral and Outpatient cases as far forward to closure, escalating to Medical and Security Specialist teams in line with Global Operations Coordinator (GOC) Standard Operating Procedures (SOPs) for ongoing management Monitoring and managing the 24/7 email inbox Managing claims and billing queries (calls and emails) Updating dedicated client SOPs and returning to the client/account manager Prepares case management reports for clients to document actions undertaken Prepares monthly reports for clients to be sent by the 10th business day of each month Supporting efficiencies by closing all suitable Global Operations Coordinator cases on the day Supporting case management and closure on the Medical Specialist team's agenda Be responsive and empathetic to the needs of clients, customers and colleagues Takes a proactive approach to information security and reports any information security incidents or potential information security threats to the Information Security Officer Who You Will Work With You will work as part of a team in a fast-paced environment, handling inbound and outbound calls and emails, as well as managing case work. The role involves a high level of contact with travellers and expatriates, often in difficult and sensitive circumstances. The calls and requests for assistance may vary from responding to internal panic and cyber alarms, business continuity escalations, safety-related incidents, data-related incidents, to pre-trip medical and travel advice, booking a GP appointment, claims advice and billing queries through to a request for evacuation or repatriation. What You Will Bring Professional communication skills - verbal, written and interpersonal Enjoys engaging with people, taking inbound calls, making outbound calls, and is empathetic Ability to work well under pressure in a fast-paced environment and multitask Effective time management and the ability to prioritise workload Solid understanding of the Crisis24 suite of service offerings and how we deliver them, or the ability to acquire understanding Previous experience working in Medical and Security Assistance, Insurance, contact centre or customer service Fluency in another European/Asian language is an asset, but not essential