Global Security Operations Center Operator

About this role

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Operator, Global Security Operations Center (GSOC).

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. 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. GSOC Operators serve as the primary contact for employees with physical safety and security questions or concerns. When an incident occurs, the GSOC Operator 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

• 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 st