At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work – and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?

Under the overall supervision of the Global Security Specialist Lead (GSSL), the Global Security Specialist (GSS) will work within the Client’s Security Services, as part of the GSS program and team delivering solutions and service in the Global Security Operations Centre (GSOC).

The goal of the Crisis24 Client GSS program is to enhance the existing Security Services incident management and emergency response capability by upgrading the ‘Global’ side of the existing GSOC.

The GSS team will be responsible for monitoring the security situation worldwide; autonomously responding to emergencies that have the potential to affect client personnel, assets, and reputation overseas; problem-solving all incoming calls and other correspondence on international security; providing first-tier security advice on behalf of Security Services; escalating incident response where appropriate; and coordinating emergency support with other non-governmental organizations, vendors, etc. The GSS will be expected to establish and sustain close working relationships with client managers, the HQ-based International Security team, and field-based client personnel to exchange security information and provide advice.

The GSS will work as part of the GSS team to deliver professional security services in five main areas:

1. Comprehensive situational awareness, incident management, and emergency response;

2. Enhanced after-hours client help desk for overseas offices, staff, and missions;

3. Increased real-time emerging threat analysis and reporting to help overseas staff avoid or prevent security incidents;

4. Enhanced utilization of Crisis24 technology and other emergency communication technology to assist in staff security alerting, warning, and reporting; and

5. Enhanced incident management communications and coordination service in support of the Security Services, Emergency Operation Response Team, and Crisis Management Team.

Functional responsibilities and duties include:

• Client Relationship Management and Customer Service – Resolution and proper escalation of questions and concerns from personnel and assets in the field; to follow-up and close cases in a timely and comprehensive manner. Brief groups on situation management, both verbally and in writing. The candidate will be responsible for supporting a coordinated and cohesive approach to security incident management throughout the world and liaising with client personnel in the field and at headquarters.
• Monitoring, Threat Analysis, Alerting, Reporting, and Case Management – Monitor the client’s security threat information subscription services for exposure to threats according to International Security section protocol and guidelines and with a high degree of autonomy. The candidate must demonstrate competency in monitoring global current events via a variety of sources, including news feed, vendor information, and human and open sources. Will conduct regular tests of communications equipment, including SAT phone tests with field offices. Ability to proactively analyze and assess emerging threats and enhance client relationships. Issue real time alerts, situation reports, and staff welfare checks to clients in the field per applicable standards and guidelines. Prepare and participate in regular internal and client briefings and presentations. Compile and maintain contact logs and handover reports, to include daily and weekly global security reports to relevant teams. Maintain and update in real time vital information in web-based applications as well as incident and emergency contact databases in support of assets and personnel in the field and in HQ. Provide security advice and assistance to field staff as necessary and undertake other tasks as assigned.
• Incident Management Communications and Coordination – Maintain and contribute to work processes. Regular review and maintenance of Emergency Action Plans. Prepare situation reports and internal briefings for response and crisis management teams. Maintain and update internal contact databases and incident databases. Must coordinate response and work closely with the rest of the Security Services team and, when required, with the client’s Emergency Operations Response Team. Must triage and resolve after-hours urgent and non-urgent phone calls from field staff, to include medical and visa questions. Outside of HQ Washington duty hours, the candidate will facilitate incident and crisis communication and coordination in close synchronization with Regional Security Advisors and security management staff. Work Experience: Previous work experience in a similar or related capacity is preferred. Demonstrated knowledge of security analysis, risk assessments, physical security, and security operations and planning. Familiarity with system security roles in non-governmental organizations is helpful.

Education: Bachelor’s degree in international relations, political science, risk management, security management, crisis management, or a related field is required.

Qualifications and Technical Skills: Security-related or GSOC-related skills centered on the use of technology. Experience with Travel Risk Management systems and crisis communications applications. Experience in creating and managing electronic databases is desirable. Competency with emergency communication systems, Microsoft Office, and other critical applications. Superior spoken and written communications skills. Proficiency in a second language is desirable but not essential. A strong customer service focus and ability to build and maintain trusting client relationships in a multicultural environment is highly desirable. Candidate must be able to work productively in a small team environment as well as individually. Must be comfortable prioritizing and multitasking work in a high-stress environment requiring short deadlines and be able to provide reasoned and immediate advice and assistance during emergencies with little to no supervision. Must be available to work a flexible rotating schedule, including evenings, nights, weekends, and holidays, to ensure client has 24/7 coverage. Leave policy will align with that of the client.

Location: Remote working from locations outside of Washington D.C. is permitted. Global Security Specialists who work remotely outside of the DC area will be required to travel quarterly and/or as required to client headquarters in Washington DC for coordination, training, and performance reviews, etc. Travel will be planned for and agreed with Crisis24.

Note:

• Flexible hours and work days are required to meet EIS core 24/7 mission.
• Required to be available to travel to client locations as needed.
• Candidates will be asked to pass a background check as well as writing and technology aptitude screenings as a condition of employment.

EEO/AA Employer/Vets/Disability

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

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