The Shift Lead - Technical is a critical hybrid role responsible for overseeing the daily operations of the SROC shift while simultaneously serving as the primary technical escalation point. This role ensures that security operators perform effectively, incidents are managed according to Standard Operating Procedures (SOPs), and all critical security systems (VMS, Access Control, Alarms) maintain maximum uptime through immediate technical troubleshooting and resolution.
Key Responsibilities
1. Operational Leadership (Shift Lead)
- Shift Management: Supervise, guide, and support SROC operators during the assigned shift. Ensure adequate staffing, manage breaks, and conduct comprehensive shift handovers.
- Incident Management: Act as the primary point of escalation for complex security incidents. Coordinate emergency response, dispatch resources, and liaise with law enforcement or emergency services as required.
- Quality Assurance & SOP Compliance:
Monitor team performance to ensure strict adherence to client protocols and G4S SOPs. Conduct spot checks and provide immediate feedback.
- Reporting: Draft, review, and finalise shift reports, daily intelligence briefings, and critical incident reports before distribution to stakeholders.
2. Technical Triage & System Engineering
- System Troubleshooting (L1/L2 Support): Proactively monitor and troubleshoot technical issues related to CCTV (VMS), Access Control Systems (ACS), intrusion alarms, and communication platforms.
- Immediate Fault Resolution: Diagnose and resolve software glitches, network connectivity drops, and hardware malfunctions on the floor to minimise system downtime.
- System Maintenance: Conduct daily health checks on all security infrastructure. Perform basic server maintenance, application restarts, and firmware updates during off-peak hours.
- Vendor & IT Coordination: Serve as the technical bridge between the SROC and e