ESCC Controller

Summary of role:

The EMEA Security Control Centre (ESCC) – Controller is based at our client head office in Hammersmith, London. Working as part of a team, you are responsible for delivering effective incident monitoring, escalation, and reporting across the region. The ESCC Controller will provide expert monitoring, response, and resolution of all EMEA alarms, CCTV and access control systems. Proficient in using mass notification platforms; social media listening and open-source media monitoring tools, along with other Security, management & reporting tools.

Troubleshoot issues relating to the Security Systems hardware, software, or infrastructure and where unable to resolve, escalate as per SOPs.

Main responsibilities:

Relationship Management;

• Work closely with the Contract Management, Security Systems & ESCC Supervisors and Intel Analysts to maintain maximum operational efficiency and expertise.
• You must be an effective team player

Operations Management;

• Maintain and enhance the standard of the Security Team through outstanding service
• Create and manage incident reports in accordance with the Control Room Manual
• Monitor and manage incident alert and response platforms in order to Identify, establish, assess and escalate according to established SOPs
• Report incidents throughout the EMEA region as per SOPs
• Collate and report on security related intelligence to safeguard all staff members that are traveling to or are based in the EMEA region
• Troubleshooting and technical support of security systems hardware and software
• Have a full understanding of the functions covered at all sites, not limited to Access control, physical security, CCTV, General Business Support
• Support the supervisors when required
• Adhere to company culture and core values

Other Duties;

• Be aware of policy and procedures owned and changed from time to time by ICTS
• Be aware of policy and procedures owned and changed from time to time by the client.
• Carry out any additional duties requested by operational management.

Required skills & Experience

Essential

• Experience in the use of physical security systems, not limited to CCTV, Intrusion Detection systems, Electronic Access Control, Social Listening platforms, mainstream media and regional mass message notification platforms.
• Excellent interpersonal and communication skills with an excellent command of the English language both verbal and written
• Experience in supporting operational security management & decision making
• The ability to work effectively in a demanding and at times, stressful environment
• A flexible approach and be comfortable responding quickly to developing security incidents
• A methodical, structured approach to incident escalation, management, resolution and reporting
• Ability to work under own initiative
• Proficient in the use of the Microsoft Office package; Word, Excel, Outlook, PowerPoint and
• An understanding and commitment to Equality, Diversity & Inclusion Teams
• Deliver excellent customer service

Qualifications & Licences

Essential

• SIA Door Supervisor license

Desirable

• SIA Public Surveillance (CCTV) license
• FREC 3 or I/FPOS certificate
• Security systems qualifications; Genetec; Lenel On-Guard
• ILM/CMI Level 3 Leadership qualification or similar

Full training, uniform (if applicable) and health and safety equipment are provided, and you will also have access to:

• Personal Pension Scheme

• Health Insurance Scheme

• Discount shopping platform

• Employee Assistance Program

• Cycle to Work Scheme

Established in 1987, ICTS specialises in the provision of integrated security and customer services within the most demanding environments.  ICTS works with major public attractions, leisure, financial, retail, public sector, transport and government bodies.  We take our commitment to principles of fairness and mutual respect for people of all faiths and cultures seriously and we expect our employees to do the same.