Security & Resilience Team Lead - SIA - Investigations Support

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

As part of the GSOC Group, the GSRS Lead’s primary responsibility is to manage the day to day performance of the team and ensure that performance metrics are monitored and SLOs are consistently met.

The role of Analyst Support Officer (ASO) team lead will provide close support to our team of Global Investigators. ASOs will be assigned to assist specific investigators on specific cases. When an investigator is assigned a case they will develop a plan for investigating the matter and will assign a series of tasks to the ISO to assist the progress of that investigation. The ASO TL will be expected to have the team complete those tasks in a timely manner, report progress and provide results to the investigator. The duties are highly varied and will need to be able to learn and comprehend new tools and business processes quickly.

The nature of the role involves significant exposure to confidential proprietary information and sensitive employee information. As such ASOs will be expected to act with the utmost discretion and confidentiality.

This role would entail a shifting schedule including weekends, holidays and night shift.

Position Responsibilities

• Assesses current processes and recommends improvements every quarter and drive process improvement, standardization and transformation
• Enable overall success of workflow service delivery and ensure teams have all necessary resources to perform delivery work. Request for changes/assistance as required for the execution of smooth Operations.
• Review performance data from the operations teams to evaluate the efficacy of individual influencers and come up with ideas for improvement, where appropriate.
• Maintain overall accountability for the team or workflow assigned including performance of each of the associates in the team.
• Reach out to various stakeholders (internal and external) and solve any issues impacting the operations. Call out for assistance during BCP situations.
• Provide effective coordination with other departments in the analysis and resolution of problems.
  
  

Qualifications

Minimum Qualifications

• Bachelor's Degree is Preferred
• Good Command of the English Language (Verbal & Written)
• Good to strong analytical and written & oral communication skills.
• Good presentation, leadership and management skills.
• 7 to 10 years experience in the BPO or contact center industry
• 2 years people management experience
  
  

Preferred Qualifications

Preferred Qualifications

• 2-4 Years Experience in a Security, Safety, Investigative Field
• At least 3 Years Experience Operating CCTV Hardware - With Exposure to Security Software Tools and Video Monitoring
• Project Management and Stakeholder Management
  
  

Benefits

• We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
  
  

At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.