Core duties
- Monitoring: Continuously observe real-time feeds, such as security access points, system performance, or operational events. This includes detecting alarms and monitoring the status of field personnel.
- Analysis: Process and analyze information from multiple sources to understand the situation, identify trends, and assess the impact of incidents.
- Escalation: Escalate events to the appropriate personnel, such as management or specialized support teams (e.g., Tier II/III), when a situation requires it.
- Incident Response: Take command and control of situations, coordinate efforts, and direct staff to ensure incidents are handled and resolved promptly.
- Communication: Provide clear, concise, and timely updates to stakeholders, including management and other teams. This also includes generating reports and notifications.
- Reporting: Generate and publish reports on incidents, system health, customer interactions, or other relevant data to aid in decision-making and strategy.
Examples of command center roles
- : Monitors security feeds, access control, and alarms for an organization.
- : Monitors network and infrastructure performance, detects faults, and escalates issues.
- : Leads the response to major incidents, ensuring clear accountability and driving resolution.
- : Receives emergency notifications and coordinates responses from police, fire, or medical services.
Secondary Duties
- Installation and setup: Install and configure workstations, printers, and other equipment, as well as desktop operating systems and software programs.
- Technical support: Provide technical assistance to staff and customers through various channels like phone, email, or in-person support.
- Troubleshooting: Diagnose and resolve hardware, software, and network connectivity issues to minimize downtime.
- Maintenance: Perform regular maintenance, including monitoring servers and backups, and ensuring antivirus and other security software are updated.
- System monitoring: Observe and test networks and servers to ensure they are running optimally and meet performance standards.
- Repairs and upgrades: Replace faulty hardware components and perform system upgrades to maintain compatibility.
Other duties
- Documentation: Keep logs of events, problems, and their resolutions.
- Training: Provide basic technical guidance and training to other staff members.
- Asset management: Conduct asset tagging and secure data by wiping hard drives on old equipment.
- Security: Oversee security and privacy measures, which can include managing backups and antivirus updates.
