Skill Compatibility Diagnostics
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About the 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.
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.
Shift Details: Variable (8–10-hour shifts). Must be flexible to work holidays, weekends, and occasional overtime.
Travel: Approximately 10% travel is anticipated to help you participate in project or team in-person meetings.
Key Technical Responsibilities
- check_circle Utilize various physical security asset monitoring and surveillance systems to detect potential unauthorized access, suspicious activity, or other security incidents
- check_circle 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
- check_circle Support access control and visitor management processes
- check_circle Manage security-related calls for service and provide general guidance to employees, vendors, and guests
- check_circle Maintain awareness of business travelers and personnel accessing Twilio facilities
- check_circle Partner with local site security teams to escalate and dispatch resources for incident and alarm response
- check_circle Review travel requests to elevated risk locations, assist travelers through the approval process, and cross-reference live itineraries with external incidents
- check_circle Perform the first point of incident intake across a variety of emergencies, including medical emergencies, natural disasters, fire/evacuation, travel disruptions, and security incidents
- check_circle Assess and triage events and incidents to determine their impact to operations
- check_circle Dispatch and coordinate response with emergency response personnel
- check_circle Communicate effectively on emerging incidents to large audiences to share situational awareness or tactical updates as warranted
- check_circle Maintain real-time incident documentation for reporting and analysis
- check_circle Perform Life-Safety checks for Twilio in areas impacted by potentially life-threatening conditions
- check_circle Participate in post-incident reviews to document and implement corrective action and improvements to future response
- check_circle Maintain a strong understanding of security and emergency standard operating procedures
- check_circle Utilize critical thinking and problem solving skills to analyse situations and implement solutions
- check_circle Support large projects that will improve Twilio’s GSOC capabilities and initiatives
Prerequisites & Qualifications
- check 3+ years of experience in a GSOC working environment
- check Experience with physical safety and security technology, systems (ACS, IDS, VSS, VMS), travel safety, and mass notification tools
- check Experience with open-source intelligence (OSINT) research tools
- check Strong critical thinking and problem-solving skills
- check Proven ability to follow standard operating procedures and playbooks
- check Ability to prioritize tasks in a fast-paced environment
- check Ability to stay calm, professional, and think clearly in high-stress situations
- check Ability to communicate clearly and concisely; verbal and written
- check Ability to work ‘non-standard’ shift hours, to overlap as needed with colleagues and stakeholders in other global locations, including weekend and holiday hours
- check English Language Proficiency
About Twilio Greenhouse Board
Verified hiring organization details.
Twilio Greenhouse Board operates as a recruitment platform and hiring framework utilized by Twilio for managing talent acquisition and candidate pipelines in the technology and software sector. Twilio itself is a prominent cloud communications platform provider that enables developers to build, scale, and operate real-time communications within software applications.