Lead Security Operations Center Operator

Who are we hiring? 

Madison Square Garden Entertainment is seeking a Security Operations Center (SOC) Lead Operator to serve as the senior operational authority within the SOC during assigned shifts. This hands-on leadership role is responsible for leading a team of SOC Operators, providing real-time guidance, mentorship, and oversight to ensure the highest standards of incident identification, analysis, communication, and resolution. 

The ideal candidate is a proven leader who thrives in high-pressure environments, demonstrates exceptional critical thinking, and possesses the ability to make sound decisions under time constraints. The SOC Lead Operator acts as the primary point of escalation within the SOC and is responsible for ensuring effective communication of incident information to Security leadership and key business partners as appropriate. 

This position supports Madison Square Garden, the Beacon Theatre, Radio City Music Hall, The Chicago Theatre, corporate headquarters, and field venues as they prepare for, respond to, and recover from both crisis and non-crisis incidents. 

What will you do? 

• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.   
• Serve as the shift leader, primary point of escalation, and initial decision-maker for all SOC Operators on duty, providing real-time guidance on incident prioritization, triage, response protocols, and crisis containment. 
• Oversee accurate monitoring of CCTV systems, access control platforms, alarm systems (video, door, and duress), and all security technology platforms during assigned shifts. 
• Lead the SOC team in responding to life safety and security incidents (medical emergencies, natural disasters, active threats, etc.), coordinating the dispatch of security officers, Emergency Response Teams (ERT), facilities personnel, police, fire, and EMS; manage the answering of routine and emergency calls, ensuring timely and professional responses. 
• Evaluate and classify incidents based on severity, potential business impact, and threat level, ensuring appropriate escalation to Security management and relevant business units (HR, IT, Public Relations, Legal, Facilities). 
• Ensure comprehensive and accurate documentation of all communications, incidents, and events through established record-keeping systems and reporting tools. 
• Conduct post-incident reviews with SOC Operators to identify lessons learned and recommend process improvements. 
• Mentor, coach, and develop SOC Operators through hands-on training, performance feedback, and structured knowledge-sharing sessions; monitor operator performance and provide constructive guidance on communications, documentation, system utilization, and adherence to SOPs. 
• Assist in the onboarding and training of new SOC Operators, ensuring proficiency in all systems, protocols, and communication standards. 
• Support the development and refinement of SOC playbooks, standard operating procedures (SOPs), and runbooks in partnership with SOC management. 
• Monitor social media tools and open-source intelligence platforms to identify threats and risks to the organization, its venues, employees, and guests; synthesize threat information from multiple sources and coordinate with the Threat Management team to ensure intelligence-driven decision-making. 
• Serve as the primary liaison between the SOC and internal/external partners during active incidents, ensuring all shift communications — including shift reports, incident notifications, and leadership briefings — are clear, concise, and delivered in accordance with organizational standards. 
• Manage situations of a sensitive nature with discretion, upholding the organization's confidentiality and information security practices (personnel issues, legal requests, investigations, public relations incidents, emergency contact information, etc.). 
• Identify opportunities to improve SOC processes, technology utilization, and communication workflows; support the development of data metrics, performance reports, and operational dashboards that inform leadership decision-making. 
• Take an active role in position-related projects, ranging from consulting to owning initiatives based on operational needs and individual expertise. 

What do you need to succeed? 

• Minimum 3–5 years of experience in a Security Operations Center, GSOC, or similar command center environment, with at least 1–2 years in a supervisory or lead capacity within physical security, corporate security, or a venue security environment. 
• Advanced understanding and troubleshooting capabilities for CCTV, Physical Access Control Systems (PACS), and security software platforms utilized by the organization. 
• Demonstrated leadership ability with experience mentoring, training, and directing team members — including the ability to influence personnel who do not report directly to you to accomplish operational objectives. 
• Exceptional critical thinking and decision-making skills, with the ability to remain calm under pressure, analyze complex situations, identify root causes, and implement solutions while providing clear direction to team members. 
• Outstanding communication skills (written and verbal) with a professional demeanor and the ability to deliver clear, accurate information to technical and non-technical audiences, including employees, executives, vendors, and guests. 
• Strong organizational and time management skills with the ability to multi-task and prioritize in a fast-paced, deadline-oriented environment. 
• Proficiency in Microsoft Office Suite with the ability to create data metrics, operational reports, and dashboards. 
• Ability to manage sensitive and confidential information with the highest level of discretion and integrity. 
• Experience with social media monitoring tools, open-source intelligence (OSINT) platforms, and knowledge of emergency management principles and incident command structures. 
• Familiarity with Madison Square Garden Entertainment venues and operations preferred. 

Special Requirements  

• Ability to work a flexible schedule inclusive of days, nights, weekends, and holidays in a 24/7 environment. 

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