The SOC Incident Manager will be responsible for assessing, analyzing, and responding to incidents related to safety and security events affecting Accenture business operations throughout the world. The role will take lead on threat monitoring, emergency communications, and coordinating various SOC response actions during an incident or crisis as outlined in the Global Protection and Security (GP&S) Escalation Model. Specifically, incidents or crises may range from extreme weather conditions, political instability, crime, terror, civil unrest, and other personnel issues. This role will be based in San Antonio, Texas and reports directly to the SOC Senior Manager.
Key Responsibilities
- Lead the monitoring, communication, and response efforts of the SOC supporting all incidents and crises as outlined in SOC SOPs and the GP&S Escalation Model.
- Notify, assist, and direct external emergency personnel and internal resources as necessary.
- Execute protocols and communicate at all levels across the globe to employees, site security leads, safety & security staff or contracted officers as needed.
- Manage information flow during an incident and ensure all necessary SOPs are being followed.
- Responsible for training SOC personnel to ensure competency and readiness when supporting GP&S in incident and crisis response activities.
- Conduct thorough After-Action Reviews (AARs) after an incident and document areas of improvement and track SOC action items through completion.
- Liaise with SOC stakeholders such as Regional Protective Services, Executive Protection/Events, and Intelligence to ensure incident response actions meet their organizational needs.
- Conduct regular SOP reviews and updates to ensure policies and instructions provide up-to-date and clear guidance to enable an efficient response by SOC personnel.
- Acts as SOC Senior Manager in their absence
- Ensure proper handling of highly confidential information.
- Perform other duties assigned by supervisors related to security and safety.
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Basic Qualifications:
- Bachelor's degree in Criminal Justice, Computer Sciences, Crisis Management, Global Affairs or related field.
- Minimum of 4 years of work experience in Military, Law Enforcement, Intelligence, Corporate Security environments supporting security incident monitoring, communications, and response.
- Ability to work all shifts and holidays. The SOC will function 24 / 7 / 365
Preferred Skills
- Proven track record of managing high stress and impactful incidents.
- Experienced and independent communicator, both verbal and written.
- Experience with emergency response protocols and processes.
- Bilingual (languages in addition to English)
- Experience with threat monitoring and emergency communication tools such as Factal, SamDesk, Everbridge, ISOS, etc.
- Proficient in Microsoft Windows and Office Suite.
Professional Job Requirements
- Great active listening skills
- Rapport building skills
- Patient and empathetic attitude
- Adaptability and flexibility
- Ability to analyze threats and envision potential or real time impact to operations
- Ability to respond quickly and calmly to emergencies and stressful situations exercising proper judgment and decision-making skills
- Strong Customer Service skills
- Strong consensus, team building and negotiating skills
- Ability to work overtime on short notice
- Strong cultural sensitivities
- Be able to type a minimum 35 words per min
- Excellent written and verbal communication skills
- Ability to multitask in a fast-paced, at times stressed work environment
- Strong team player
- Comfortable with high-tech work environment, and constant learning of new tools and innovations
- Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
