Senior Analyst, Security Operations

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you'll be doing...

The Senior Analyst, Security Operations position is part of the Court Order Compliance Team within the Verizon Security Assistance Team (VSAT) reporting into Corporate Security. The primary mission of the Verizon Corporate Security Organization is to ensure the safety and security of Verizon employees, proprietary information, assets, and facilities.

VSAT is a 24x7x365 operation that is responsible for responding to all court orders, search warrants, surveillances (if designated as a backup) served on the company for customer records and providing support (onsite) for all life threatening situations. The senior analyst is accountable for meeting and exceeding the 2023 operational business metrics while simultaneously safeguarding customer information/business records and providing a 5-star customer experience.

This is a fast paced environment that provides the opportunity to work individually and as a part of a team to achieve goals. The workload is a combination of calls and cases. For the vast majority of life-threatening situations, a senior analyst will need to understand the situation, engage with caller to determine best tools/info to locate device or when to utilize additional means to assist of location. The ability to multi-task is indispensable. Shifts are likely to include overnight and weekend hours. Schedule may be a 4/40 workweek. You will be required to work a minimum of one to three holidays to ensure 24x7x365 coverage. Shifts are static until changed to meet the needs of the business. Provisions are provided during inclement weather in the event employees must remain onsite to maintain the operation. Need to obtain and maintain security clearance with the willingness to adhere to all ongoing requirements to maintain cleared status as it is a requirement of the position.

Responsibilities will include:

• Communicating with the law enforcement community in regards to life threatening situations 24x7x365 by answering calls, authenticating the caller in order to provide law enforcement with the customer records needed for the high priority emergent matters (i.e., location).
  
• Demonstrating a keen ability to multi-task while still making sound decisions under high pressure situations, life and death situations.
  
• Ensuring that all cases are correctly documented and managed end to end in compliance with all applicable laws and company procedures. This includes validating, logging and responding to all court orders and search warrants served upon the company for customer records (i.e., transaction detail and location).
  
• Understanding the applications and systems necessary to track, process and respond to life threatening /emergency situations, court orders, warrants which requires the ability to navigate in upwards of 20 different network systems.
  
• Demonstrating sound decision making and understanding of when a matter needs to be escalated /referred to management to achieve the best possible outcome for all parties.
  
• Collaborating with appropriate departments specifically with Network/Security/Legal; whereby providing guidance on matters relating to the release of company records.
  
• Providing value-add feedback to leadership on call/case handling and advise on current operational gaps from hands on level in order to drive quality improvement.
  
• Communicating effectively as you will be provided opportunities to facilitate educational presentations for law enforcement agencies/organizations to further demonstrate our commitment to and support of public safety.
  
• Learning about and adapting to rapid changes in technology which may require pre-release type of acceptance on testing of new enhancements to determine its overall effectiveness and reliability.
  
• Managing workload effectively to complete high priority task with compliance guidelines.
  

• Bachelor's degree or four or more years of work experience.
  
• Three or more years relevant work experience.
  
• Wireless, legal, customer service or technical support experience.
  
• Must be able to obtain National Security Clearance with the willingness to adhere to all ongoing requirements to maintain cleared status as it is a requirement of the position.
  

• A degree.
  
• Proficiency with the use of Verizon Wireless billing systems and MARS.
  
• Knowledge of Verizon Wireless Network and call processing.
  
• Proven interpersonal and organizational/prioritization skills.
  
• Proven oral and written communication skills.
  
• Proven ability to make critical decisions independent of direct supervision.
  
• Experience as a leader who collaborates with others to achieve results.
  
• Proven ability to drive results and demonstrate good judgement.
  
• ability to prioritize and multitask, without sacrificing attention to detail.
  
• Experience with Microsoft Office applications.