Job Description

Global Security Systems Operations Specialist

The Global Security Systems Operations Specialist is responsible for the ongoing support, maintenance, and optimization of CyrusOne's enterprise-wide physical security systems. This role focuses on break/fix resolution, system health monitoring, and operational excellence across a global footprint. The Specialist will partner with internal teams and external vendors to ensure secure, resilient, and high-performing security infrastructure.

Responsibilities

Operational Support & Service Delivery

• Provide daily support for physical security systems including access control, video surveillance, biometrics, intercoms, and intrusion detection.
• Respond to service requests, incidents, and false alarms within defined SLAs.
• Collaborate with IT, Facilities, Security Operations, and other cross-functional teams to ensure system reliability.
• Maintain accurate documentation, SOPs, and troubleshooting guides.

Security Technology Maintenance

• Assist with system commissioning and support in partnership with integrators across domestic and international sites.
• Troubleshoot hardware/software issues across platforms (e.g., Lenel, CCure 9000, Genetec, Avigilon, Morpho, Bio-Connect).
• Perform preventative maintenance and health checks.
• Support system upgrades, patching, and global deployments.
• Manage lifecycle of devices (controllers, readers, cameras, servers) in alignment with EOL/EOS schedules.
• Develop and maintain training materials and documentation for internal teams.

Stakeholder Engagement

• Serve as a primary contact for global stakeholders regarding system performance and issue resolution.
• Partner with regional security leaders, IT, Facilities, and Compliance to align technology with business needs.
• Communicate technical issues in business terms for leadership reporting.

Monitoring & Reporting

• Monitor system health, device status, and potential vulnerabilities across platforms.
• Generate reports on uptime, incidents, and performance metrics.
• Provide data to support forecasting, lifecycle planning, and capacity management.

Vendor Management

• Coordinate with third-party vendors for troubleshooting, RMA processing, and maintenance.
• Ensure vendor compliance with SLAs and escalate issues as needed.
• Participate in vendor evaluations and contribute to technology roadmap discussions.

Compliance & Audit Support

• Assist with internal and external audits related to physical security systems and data retention.
• Ensure systems and processes align with regulatory requirements and corporate policies.
• Maintain logs and documentation to support compliance reporting and investigations.

Incident Response & Investigation Support

• Provide technical support during security incidents involving physical systems (e.g., unauthorized access, device tampering).
• Retrieve and preserve video footage and access logs for investigations.
• Collaborate with Security Operations and Legal teams to support incident documentation and resolution.

Asset & Inventory Management

• Maintain accurate inventory of security system components (controllers, readers, cameras, servers).
• Track asset lifecycle, warranty status, and replacement schedules.
• Support procurement and logistics for replacement parts and new deployments.

Training & Knowledge Management

• Develop and deliver training materials for internal teams on system usage and troubleshooting.
• Maintain a centralized knowledge base of SOPs, FAQs, and technical guides.
• Conduct onboarding sessions for new team members and regional stakeholders.

Qualifications

• 24 years of experience in physical security systems support, administration, or operations in a global or multi-site environment.
• Strong technical knowledge of access control, video surveillance, biometrics, intercoms, and intrusion detection systems.
• Proven experience with platforms such as Lenel, CCure 9000, Genetec, Avigilon, Axis, Morpho, and BioConnect.
• Familiarity with IT fundamentals including networking, servers, operating systems, and databases.
• Experience with incident management, ticketing systems, and preventative maintenance workflows.
• Ability to work across time zones and support global operations with minimal supervision.
• Strong analytical, troubleshooting, and documentation skills.
• Excellent communication and collaboration abilities across technical and non-technical teams.
• Ability to travel up to ~25%.

Education

• Associate degree or progress toward a Bachelor's degree in security management, facilities management, or a related field.
• Foundational certifications (e.g., Security+ or equivalent) or training in physical security systems are desirable.
• Experience or coursework related to data center operations or infrastructure environments is preferred.

Minimum Requirements

• Minimum of 4 years' experience in the security industry
• Strong proficiency with security access control, CCTV and other security technologies
• Proficient with Microsoft Office products

Skills/Experience:

• Ability to work on multiple projects simultaneously
• Strong written and verbal communication skills
• Ability to manage and meet deadlines
• Ability to work cross-functionally with other departments

Education:

• BS/BA Preferred, but not required

Certifications:

• Industry certifications preferred, but not required

Mental/Physical Requirements:

• Sitting or standing for extended periods of time
• Must be able to lift 20 pounds and climb a ladder

Work Environment:

• Mix of typical office environment and data center facilities
• Some travel may occur

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.

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