Job Summary
The MIOC & Service Operation Manager is responsible for overseeing the integrated command and monitoring center (MIOC) while also managing service escalation functions similar to a call center. The role encompasses leading a team that monitors security and facility systems, detects irregularities, and responds to incidents in compliance with Service Level Agreements (SLAs). Additionally, this position ensures effective service request handling, incident triage, and escalation to relevant departments or vendors. A key responsibility includes developing and maintaining Standard Operating Procedures (SOPs) to standardize workflows, improve efficiency, and ensure compliance with industry best practices. 

Key Responsibilities
Supervise the MIOC operations team, ensuring 24/7 monitoring of surveillance systems, facility equipment, and critical alarms in full compliance with security protocols. 

Act as the central escalation hub by receiving incident reports, performing incident triage, and escalating issues to the appropriate teams or vendors within defined SLAs. 

Manage inbound service calls, incident tickets, and urgent notifications, applying structured workflows similar to call center operations. 

Develop, implement, and continuously improve Standard Operating Procedures (SOPs) to standardize monitoring, incident management, and service escalation processes. 

Collaborate with internal departments and external partners to investigate anomalies and coordinate corrective or preventive actions. 

Ensure proper documentation of incidents, generate detailed reports, and provide actionable analytics for management and stakeholders. 

Continuously evaluate and refine operational processes, leveraging advanced technologies and service management best practices (e.g., ITIL) to enhance efficiency, service quality, and customer satisfaction.