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Director, Global Security Operations Center The Director, Global Security Operations Center (GSOC) will be responsible for evolving and maturing Twilio’s GSOC infrastructure to strengthen the foundation of our overall security posture and enable the safety and security of our people and assets worldwide. The GSOC serves as a 24/7/365 command, control, and communications environment to create a unified view of potential threats in a dynamic environment.This team is evolving to meet the needs of an open work environment which creates unique challenges. We are looking for an experienced, critically-thinking, and strategic GSOC leader to optimize our resources and develop strategies to strengthen our existing foundation to support the needs of a multinational business. This means bringing in broad knowledge of intelligence-driven physical security programs to strategically lead, operationalize, and optimize the GSOC’s state of readiness. This role will report directly to the Senior Director of Corporate Safety & Security.
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. Responsibilities In this role, you’ll: Lead and develop a high-performing and customer-focused team of global GSOC operators and protective intelligence analysts who assess emerging and persistent risks and threats to the business Implement, deploy, and manage the use of best-in-class technologies to enable global situational awareness of events with potential business impact Refine emergency and non-emergency monitoring protocols for physical security systems (access control alarms, intrusion detection, video surveillance, fire/life safety systems) to ensure proficient and cohesive detection and response Train and manage a global team to investigate anomalous activity, conduct risk assessments, account for employees, business travelers, and assets in emergency situations, coordinate emergency response logistics and personnel, and oversee the timely issuance of emergency notifications and situational reports in coordination with Incident Commanders and threat management teams Develop clear and user friendly policies and procedures to ensure GSOC operators deliver consistent quality of service across all regions, for all stakeholders Proactively and confidently brief executive leadership during incidents or crisis events and ensure all GSOC communication and documentation is fit for purpose Brief external customers on GSOC infrastructure and capabilities Identity, select, and manage appropriate equipment, software solutions, and vendors to support the GSOC and physical safety and security operations Develop effective strategic partnerships with key stakeholders to leverage their expertise, gain support for initiatives, achieve shared goals, and navigate complex challenges by fostering open communication and collaboration Establish and monitor actionable performance metrics to track effectiveness of the program, personnel, and return on investment and continually assess and refine to ensure the needs of the business and leadership priorities are met Provide strategic business direction and guidance based on fact patterns and understanding of the global risk landscape 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 stop you from considering Twilio. We are always looking for people who will bring something new to the table! 10+ years of experience in GSOC, risk, and intelligence leadership or equivalent security, military, or law enforcement operations 8+ years of experience developing professionals within the area of specialization Required: Proficiency in physical security risk monitoring technologies, systems, software, integrations, and data aggregation, optimization, and visualization tools Demonstrated experience overseeing risk analysis, physical security, protective intelligence, surveillance detection, incident tracking, protection of sensitive and proprietary information, incident and crisis management, and business continuity Proficiency with operational oversight of executive travel and major events Ability to independently implement initiatives, and balance multiple work streams and competing priorities in a fast-paced environments Analytical and critical thinking skills required to solve problems that are broad in scope and perform analysis of data to facilitate decision making Ability to prepare and regularly update process documents, professional reports, and develop and deliver security-related training and education Experience interfacing and collaborating with executives, peers, regulatory agencies, and external clients to develop solutions and gain consensus Experience with developing and delivering security services and programs for remote employees Experience conceptualizing and executing on numerous initiatives and balancing competing priorities Experience in building relationships and partnering broadly Excellent interpersonal, communication, organization and presentation skills Broad understanding of Cybersecurity Framework (NIST CSF), ISO27001, and critical infrastructure protection requirements, physical security technology controls, innovative mitigation tactics, and applicable regulatory requirements Experience and in-depth understanding of sourcing and procurement models, tools, processes, and policies in a program/project/contract manager role Fluency with data optimization, aggregation, anomaly detection, geolocation tools Fluency in Google Suite, Confluence, Tableau, Splunk, ServiceNow Fluency in Physical Security Incident Management Systems (PSIM) including Employee Mass Notification software, Asset Monitoring software, Travel Duty of Care systems Location This role will be Remote in the USA but is not eligible to be hired in CA, NY, WA, PA, CT. We prioritize connections and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
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Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. Responsibilities In this role, you’ll: Lead and develop a high-performing and customer-focused team of global GSOC operators and protective intelligence analysts who assess emerging and persistent risks and threats to the business Implement, deploy, and manage the use of best-in-class technologies to enable global situational awareness of events with potential business impact Refine emergency and non-emergency monitoring protocols for physical security systems (access control alarms, intrusion detection, video surveillance, fire/life safety systems) to ensure proficient and cohesive detection and response Train and manage a global team to investigate anomalous activity, conduct risk assessments, account for employees, business travelers, and assets in emergency situations, coordinate emergency response logistics and personnel, and oversee the timely issuance of emergency notifications and situational reports in coordination with Incident Commanders and threat management teams Develop clear and user friendly policies and procedures to ensure GSOC operators deliver consistent quality of service across all regions, for all stakeholders Proactively and confidently brief executive leadership during incidents or crisis events and ensure all GSOC communication and documentation is fit for purpose Brief external customers on GSOC infrastructure and capabilities Identity, select, and manage appropriate equipment, software solutions, and vendors to support the GSOC and physical safety and security operations Develop effective strategic partnerships with key stakeholders to leverage their expertise, gain support for initiatives, achieve shared goals, and navigate complex challenges by fostering open communication and collaboration Establish and monitor actionable performance metrics to track effectiveness of the program, personnel, and return on investment and continually assess and refine to ensure the needs of the business and leadership priorities are met Provide strategic business direction and guidance based on fact patterns and understanding of the global risk landscape 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 stop you from considering Twilio. We are always looking for people who will bring something new to the table! 10+ years of experience in GSOC, risk, and intelligence leadership or equivalent security, military, or law enforcement operations 8+ years of experience developing professionals within the area of specialization Required: Proficiency in physical security risk monitoring technologies, systems, software, integrations, and data aggregation, optimization, and visualization tools Demonstrated experience overseeing risk analysis, physical security, protective intelligence, surveillance detection, incident tracking, protection of sensitive and proprietary information, incident and crisis management, and business continuity Proficiency with operational oversight of executive travel and major events Ability to independently implement initiatives, and balance multiple work streams and competing priorities in a fast-paced environments Analytical and critical thinking skills required to solve problems that are broad in scope and perform analysis of data to facilitate decision making Ability to prepare and regularly update process documents, professional reports, and develop and deliver security-related training and education Experience interfacing and collaborating with executives, peers, regulatory agencies, and external clients to develop solutions and gain consensus Experience with developing and delivering security services and programs for remote employees Experience conceptualizing and executing on numerous initiatives and balancing competing priorities Experience in building relationships and partnering broadly Excellent interpersonal, communication, organization and presentation skills Broad understanding of Cybersecurity Framework (NIST CSF), ISO27001, and critical infrastructure protection requirements, physical security technology controls, innovative mitigation tactics, and applicable regulatory requirements Experience and in-depth understanding of sourcing and procurement models, tools, processes, and policies in a program/project/contract manager role Fluency with data optimization, aggregation, anomaly detection, geolocation tools Fluency in Google Suite, Confluence, Tableau, Splunk, ServiceNow Fluency in Physical Security Incident Management Systems (PSIM) including Employee Mass Notification software, Asset Monitoring software, Travel Duty of Care systems Location This role will be Remote in the USA but is not eligible to be hired in CA, NY, WA, PA, CT. We prioritize connections and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
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