Hakimo is a pioneering AI company dedicated to revolutionizing physical security and access control through the power of artificial intelligence and machine learning. Our innovative solutions seamlessly integrate with existing security systems to enhance monitoring, automate operations, and provide intelligent insights, enabling organizations to manage their security infrastructure more efficiently and respond to incidents swiftly.

At Hakimo, we are committed to creating safer environments for businesses across various industries by offering cutting-edge technology that ensures optimal security and operational excellence. Founded by Stanford AI Researchers, backed by experts in the AI industry and VC firms, joining our team means being part of a dynamic and forward-thinking company that values innovation, collaboration, and continuous improvement.

Our mission is to empower organizations and businesses to achieve higher levels of security and efficiency through smart, automated solutions. If you are passionate about AI and security and are looking to make a significant impact in a rapidly evolving industry, Hakimo is the place for you.
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We are seeking an experienced and dedicated Operations Manager to oversee our Security Operations Center at our Bangalore Office. The Operations Manager will supervise a team of SOC Operators, ensuring the smooth operation of security services, effective incident management, and exceptional client support. This role requires strong leadership, communication, and problem-solving skills to maintain high standards of security and customer service. The Operations Manager will report directly to the Head of Operations.

Duties and Responsibilities

Core Responsibilities

1. Team Supervision and Management
   • Lead and manage a team of SOC Operators, ensuring they adhere to standard operating procedures and performance standards.
   • Conduct regular performance reviews and provide coaching and development opportunities for team members.
   • Develop and implement training programs to enhance the skills and knowledge of the team.
2. Operations Oversight
   • Monitor the overall performance of Hakimo SOC and partner SOCs, ensuring efficient and effective security operations.
   • Ensure accurate and timely response to security operations requests and emergency situations at customer sites.
   • Oversee the communication and coordination with C-Suite executives, support staff, law enforcement, and operation centers.
3. Incident Management
   • Supervise the escalation and resolution of incidents at customer sites, coordinating with Police and site point of contacts as required.
   • Ensure the accurate and timely documentation of incidents, maintaining detailed duty logs and incident reports.
4. Client Relationship Management
   • Conduct regular client interface and account management functions, ensuring exceptional customer service.
   • Address client inquiries and concerns promptly and professionally, providing client-focused solutions.
5. Partner GSOC Management
   • Manage communications with partner GSOCs and ensure real-time issue resolution.
   • Build and maintain Quality Assessment Metrics of the GSOC operators performance and review them on a daily basis.
   • Conduct weekly review meetings with the GSOCs to suggest improvements and address concerns.

Additional Responsibilities

1. Technical Troubleshooting
   • Oversee the troubleshooting and resolution of issues on the platform, ensuring minimal disruption to operations.
2. Crisis Response
   • Lead the response to crisis-level events, facilitating escalation procedures and coordinating with relevant parties to ensure effective resolution.
3. Administrative Duties
   • Ensure the accurate maintenance of client data, company shared drive files, and applications.
   • Oversee the preparation and submission of site assessment reports and other related documentation.

Qualifications

Required Qualifications

• Bachelor's Degree in Forensics, Operations, Physical Security or a related field.
• At least 5-7 years of experience in a customer support/security environment, with at least 3 years in a supervisory role.
• Proven ability to manage multiple projects simultaneously with strict attention to detail.
• Strong interest in security services and operations.
• Excellent verbal and written communication skills to interact effectively with a diverse group of stakeholders.
• Strong problem-solving skills and the ability to work independently with minimal guidance.
• Demonstrated experience in delivering client-focused solutions based on customer needs.

Desired Qualifications

• Working understanding of physical security and site protection.
• Experience in managing a security operations center or similar environment.

If you are interested in this job, please mention the job title and your name in the subject line and submit your resume at careers@hakimo.ai