Global Security Operations Center Lead Operator

See yourself at Twilio

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.

About the job

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.

Responsibilities:

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 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*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

Shift Details:

• Variable (8–10-hour shifts)
• Must be flexible to work holidays, weekends, and occasional overtime.

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you participate in project or team in-person meetings to help you connect in a meaningful way.

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.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $31.04 - $38.80
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $32.89 - $41.11
• Based in the San Francisco Bay area, California: $36.50 - $45.63
• This role may be eligible to participate in Twilio’s corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until November 15th but may change based on business needs.