Position - Assistant Manager – CMS Operations

Department - Central Monitoring Station (CMS) / Security Operations

Reporting To - Manager / Senior Manager – CMS Operations

Job Purpose To support and manage day-to-day 24×7 Central Monitoring Station (CMS) operations, ensuring effective monitoring of electronic security systems, timely incident response, SLA compliance, customer satisfaction, technical issue resolution, and coordination with internal teams, OEMs, vendors, and customers.

The role will be responsible for maintaining operational discipline, improving CMS processes, managing escalations, supporting technical troubleshooting, and ensuring continuous and reliable service delivery.

Key Responsibilities

1. CMS Operations Management

- Manage and monitor day-to-day 24×7 CMS operations.
- Ensure effective monitoring of CCTV, Access Control, Intrusion Detection, Biometric, Vehicle Tracking, Footfall and other connected security systems.
- Ensure adherence to defined SOPs, operational processes and escalation matrices.
- Monitor CMS performance and ensure uninterrupted service delivery.
- Identify operational gaps and implement corrective actions.

2. Team Management

- Supervise CMS monitoring and technical support teams.
- Allocate responsibilities and ensure adequate shift coverage.
- Monitor team performance, productivity and adherence to operational standards.
- Conduct regular briefings, knowledge-sharing sessions and performance reviews.
- Support onboarding and training of new team members.

3. Incident & Escalation Management

- Monitor security incidents and ensure timely response and escalation.
- Handle customer and operational escalations.
- Conduct Root Cause Analysis (RCA) for recurring and critical incidents.
- Prepare corrective and preventive action plans.
- Ensure closure of incidents within defined SLA timelines.

4. Customer Management

- Coordinate with customers for operational and technical requirements.




- Manage customer complaints and escalations.
- Provide regular updates on critical incidents and issue resolution.
- Maintain effective communication with customers and stakeholders.

5. SLA & Performance Management

- Track operational KPIs and SLA performance.
- Ensure timely resolution of incidents and customer requests.
- Prepare and review operational dashboards and MIS.
- Identify recurring issues and initiate improvement initiatives.

6. SOP & Process Excellence

- Develop, review and standardize CMS SOPs and operational processes.
- Maintain troubleshooting guides, knowledge-base documents and technical documentation.
- Identify process gaps and implement continuous improvement initiatives.
- Support internal audits and compliance activities.

7. Reporting & MIS

- Prepare daily/weekly/monthly CMS operational reports.
- Prepare incident reports, RCA reports, customer communication reports and management MIS.
- Analyse operational data to identify trends and improvement opportunities.
- Maintain appropriate records and documentation.

8. Training & Knowledge Management

- Conduct technical and operational training for CMS teams.
- Develop training material, user manuals and troubleshooting guides.
- Conduct refresher training based on recurring incidents and process changes.
- Support software/application rollouts through training and documentation.

Key Systems / Technology Exposure The candidate should have working knowledge of:

- CCTV: DVR/NVR, Matrix, Honeywell, Hikvision, CP Plus, Dahua, Hanwha, UNV
- Access Control: Smarti, Hikvision, ESSL, Honeywell
- Intrusion Alarm:



Smarti, Hikvision, DSC, Securico, Utopia, Rielta
- Biometric: Smarti, ESSL, Secureye
- Vehicle Tracking: Jio, Vamosys
- Footfall Analytics: Delopt, Xovis, Dahua
- Energy Management: IESG
- CMS and monitoring applications
- Networking: TCP/IP, VPN, NAT, Port Forwarding, LAN/WAN, Static Routing and IP addressing

Key Skills Required

- CMS Operations Management
- Team Leadership
- Incident & Escalation Management
- Technical Troubleshooting
- Customer Management
- SLA Management
- OEM/Vendor Coordination
- RCA & CAPA
- SOP Development
- MIS & Operational Reporting
- Training & Knowledge Management
- Process Improvement
- Communication & Stakeholder Management

Qualification & Experience Education: Graduate in any discipline. Technical/security-system certifications would be an advantage.

Experience: 5–8 years of relevant experience in CMS, Security Operations, Electronic Security Systems, CCTV Monitoring, Technical Support or related operations, with demonstrated experience in team handling.

Key Performance Indicators (KPIs)

- CMS uptime and operational availability
- SLA compliance
- Incident response and resolution time
- Customer satisfaction
- Critical incident escalation compliance
- Device/system health monitoring
- Team productivity and adherence
- Reduction in recurring technical issues
- SOP/process compliance
- Training effectiveness
- Timely submission of MIS and operational reports

Ideal Candidate Profile The ideal candidate should be a technically strong CMS operations skilled capable of managing people as well as technology. The person should be comfortable handling 24×7 security operations, customer escalations, critical incidents, technical troubleshooting, OEM coordination and process improvement. Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits

- Leave encashment
- Paid time off
- Provident Fund

Work Location: In person

📌 Assistant Manager – CMS Operations (Swargate)
🏢 Integrated Active Monitoring
📍 Swargate