Total 3 service centre manager job vacancies in Legal / Public / Security category in SG-Tampines Agency Building

[What you will be working on]

You will be responsible for the following:

• Manage and monitor surveillance technology to augment enforcement operations

• Manage vendors and contracts such as raise work orders, manage contract utilisation and upkeep of service and quality standards

• Plan and carry out enforcement operations

• Attend to related enquiries and troubleshooting issues

• Maintain and monitor quality of enforcement engagements

• Any other ad-hoc tasks as assigned

[What we are looking for]
 

Requirements:

• Enjoy thinking strategically, planning and applying analytical reasoning

• Experience in investigation and enforcement work

• Keen interest in environmental public health

• Excellent communication and interpersonal skills

• Strong leadership skills and a good team player

• Resourceful and willing to work outside office hours

• Good knowledge of Microsoft Office applications

• Basic knowledge in the application of data/video analytics and/or machine learning will be advantageous

• Able to work nights and on weekends/ public holidays, as required

Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

WHAT YOU’LL BE DOING:

• This role includes responsibilities of managing 3 team members and overseeing operations, subsidiaries, assigned POA over specific matters and/or other appointments such as Data Protection Officer

• Maintain an oversight of all the alerts from FINTECH, MASNET, Group Cyber SOC for AIASG and provide support to incident response personnel to ensure all deliverables are met within SLAs.

• Maintain an oversight of related security posture and baseline and ensure related vulnerabilities are remediated timely as per established standard to minimize risk exposures.

• Drive local security projects and group security project facilitation.

• Develop and maintain local incident response playbooks and other detection/response related standard operating procedures to ensure compliant to the MAS regulations.

• Act for the incident response action approval chain and support any incident response obligation for third parties.

• Respond to computer security incidents according to established response processes, leverages subject matter expertise where established processes do not exist.

• Acts as a subject matter expert regarding CSIRT incident response processes from local perspective.

• Provides guidance to other stakeholders during the incident response process and follow & track all the remediation actions till incident closure.

• Chair local IMT (Incident Management Team) calls and keep senior management and stakeholder updates on the progress of cyber incident management.

• Identify and manage potential and actual operational issues within the incident detection/response domain and take corrective action whenever required

• Work as a liaison between the SOC Team, other departments, and upper management for AIASG and potentially local regulators

• Manage relationships with our customers’ and third parties’ tech incident teams and frequently interact with client management for any security incident related queries.

• Work closely with the Group SOC team to manage ongoing service delivery and onboarding of local process within the SOC alignment and compliant to the local regulations.

• Level and type of budgetary or financial control of the position, responsible for budget of Information Security and Governance unit.

• Other quantitative / qualitative measures, e.g. time, quality, feedback, etc., that are tied to the objective of the area of responsibilities.

• Downward trend in cyber security incidents and less DP incidents.

• Uplift Cyber Security process, controls and maturity level for Cyber Security Incident.

• Support for the Cyber Security score in the annual MAS CRAFT report.

WE ARE LOOKING FOR SOMEONE WITH | YOU WILL HAVE:

• Bachelor’s degree of computer science, computer engineering or other relevant degrees

• Minimum 8 years of IT experience with at least 4 years’ of experience in cyber security incident handling in a regulated environment (e.g. FSI, government etc.)

• Strong knowledge of cybersecurity incident management covering identification, containment, response, recovery and reporting

• Sound knowledge of Cloud, Cyber Monitoring, Threat Hunting, and Cyber Threat Intelligence

• Natural ability to take the lead and drive the investigation of complex security issues, with strong analytical and problem-solving skills

• Self-driven professional interested in the world of cyber security

• Standby for the serious security incident during weekend or off-working hours if necessary

• Hands-on experience for the cyber security incident scenario preparation and tabletop exercise

• Technical understanding of enterprise network, various components and designs and strong understanding of Operating Systems, Applications, Databases in both on-prem and Cloud environment, how they are exploited and how to defend

• Good knowledge of conducting RCA for the incident

• Information Systems Security professional certifications, such as CISSP, CISA, CISM, CSSP or Cloud related.

• A team-player taking ownership and helping colleagues.

• Excellent Analytical, Coordination and Interpersonal Skills.

• Good communication skills and the communication network of the incumbent is expected to be internally within Technology Department (30%) and Enterprise Risk Management, Compliance, Internal Audit (15%), Business Departments (10%), Senior Management and Sub-Committees (10%),Group Technology and Group Information Security (20%) and external with Vendors and Service Providers (15%).

#LI-SC1

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Job Description:

This position has primary responsibility for managing the staff and the day-to-day operations of Brown University’s Communication Control Center, a critical 24/7/365 facility that receives all emergency and non-emergency calls for service on the Brown campus.   The incumbent manages communication control officers assigned to all shifts, manages daily communications logs, manages the flow of information into the center and maintenance of that information, ensures compliance with departmental orders, policies and standards, and serves as liaison to various campus departments supported by the Communication Control Center.  The Assistant Manager also acts as the coordinator for the facility, monitors and addresses environmental issues, and recommends improvements to enhance functionality and well-being of staff.  The Assistant Manager assists the Technical Services Manager with their duties and acts in their place when absent.    

 Major Responsibility:   Operational management of the Communication Control Center.  

Supporting Actions:

• People leadership of 12+ employees, to include Lead CCOs and CCOs.   
• Manage scheduling and maintain minimum staffing levels.
• Evaluate and improve performance of employees, to include quality assurance, performance reviews, coaching, and professional development.
• Development of departmental orders, policies, standards, and best practices to ensure officer safety and high-quality customer service.
• Manage the development of communication center, field training and in-service programs and evaluation standards.
• Ensure that certifications are renewed as needed.
• Prepare probationary and annual appraisals for 12 CCOs (dispatchers) assigned to first, second, and third shifts and provide input for appraisals of Public Safety Officers working in the Center. 
• Monitor and influence key performance indicators.
• Track and document performance issues.
• Manage disciplinary issues as needed.
• Conduct one-on-one meetings with staff members on a regular basis.  Flex schedule as needed to accommodate these meetings and to be available to staff on different shifts. 
• Respond to customer and stakeholder inquiries and complaints.
• Assist with Technology & Operations project management.
• Assist with budget preparation.

Major Responsibility:     Manage daily logs for all shifts and conduct quality assurance reviews for each shift. 

Supporting Actions:

• Review each daily log for adherence to policy, accuracy and completeness, noting any deficiencies or omissions.
• Review incoming emergency and non-emergency calls and radio traffic for each officer.
• Follow through with employees and/or supervisors to discuss problems with logs and issues in communications and/or patrol.
• Communicate critical errors to employees immediately.
• Recognize exceptional operational achievements and challenges.
• Identify the need for reinforcement and remedial or additional training, as appropriate;

Major Responsibility:  Manage flow of information in the Communication Control Center

Supporting Actions:

• Oversee management of information from DPS headquarters and campus partners to the Center and ensure that information is well-organized and readily accessible. 
• Ensure that alarm contacts and other critical information for all campus buildings is up-to-date.
• Ensure that GitBook is maintained and up-to-date at all times.
• Create and update Standard Operational Procedures as needed.
• Provide support for the CALEA accreditation process, to include maintaining of documentation showing adherence to standards.

 Major Responsibility:  Serve as space and equipment coordinator for the Center as well as the back-up Emergency Operations Center (10%)

• Submit work orders to Facilities Management and outside vendors as needed to carry out maintenance, repairs, and regular deep cleaning.
• Assist Technology Services Manager and OIT with maintenance, upgrades, and replacement of technology-related equipment.

 Major Responsibility:  Perform back-up dispatcher responsibilities as needed

Supporting Actions:

• Operate base station radio system in accordance with proper radio procedure and FCC regulations.
• Initiate CAD system input
• Monitor and receive security and fire alarms
• Proficiency in the use of CCTV cameras to assist Comm Center personnel and the Investigations Unit when needed.
• Determine the significance of a communication and initiate actions as appropriate.
• Monitor Providence Police and Fire Department radio frequencies and rebroadcast relevant information to Brown officers.

Decision this position is free to make:

• The incumbent is free to make the following decisions:
• Performance evaluations for Communication Control Officers and Public Safety Officers
• Counseling, reprimands and disciplinary actions

The following decisions depend on the incumbent’s advice:

• Retention of employees upon completion of probationary period
• Communications training officer program, field training program for Communications Control Officers and Public Safety Officers
• Identification of ongoing training needs and scheduling of training

Demestions:

• The incumbent manages 12+ employees assigned to three shifts, working 24/7/365.
• The safety and well-being of 64+ officers in the field depends upon the Communication Control Officers performing their jobs effectively.
• The Communication Control Center is a 24/7 operation that receives approximately 45,000 calls per year.

Qualifications:

Education:

• Required:  Associate’s degree in Criminal Justice, Emergency Management, or related field, or equivalent combination of education and experience.
• Preferred:  Bachelor’s degree in Criminal Justice, Emergency Management, or related field.
• Preferred:  APCO Communications Supervisor, RPL, and/or CPE.

Experience

• Minimum five years’ experience in a communication control center (municipal campus-based, or private) required.
• Supervisory experience required.
• Experience with IMC preferred.
• Terminal Agency Coordinator (TAC) experience preferred.
• Project Management experience preferred.

Job Competencies

Indicate the essential job competencies. Competencies are required knowledge, skills and abilities necessary to perform the job successfully.

• Incumbent must have the ability to exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to establish, maintain and foster positive and harmonious working relationships with those contacted in the course of work.
• Must possess a willingness and ability to support a diverse and inclusive environment.
• Must possess a willingness to embrace changing standards and to learn new processes and technologies.  
• Must be able to guard confidentiality of information, systems, technology, and personnel issues.
• Ability to handle a variety of human resources issues with tact and diplomacy and in a confidential manner.
• The incumbent must pass a comprehensive criminal background investigation to include a local, state and federal criminal history check; a psychological assessment, and a medical exam.

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Submission Guidelines:

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

EEO Statement:

Brown University is an E-Verify Employer.

As an EEO/AA employer, Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.