Security Operations Center Operator

About the role  

The Security Operations Center (SOC) Operator serves as the critical nerve center for Madison Square Garden's security ecosystem. The SOC provides real-time monitoring, threat identification, and incident coordination across Madison Square Garden, corporate headquarters at 2 Penn Plaza, and various other MSG venue operation centers. Operating within a fast-paced, high-profile entertainment and sports environment, the SOC Operator ensures the safety of thousands of guests, employees, artists, and athletes by leveraging advanced security technologies and proven communication protocols. 

This is an opportunity to join a world-class security team protecting iconic venues and supporting marquee events year-round. 

What will you do?  

• Monitor and operate CCTV systems, video analytics, physical access control platforms, and alarm systems (including video alarms, door alarms, and duress alarms) across all supported venues and facilities. 
• Conduct proactive social media and open-source intelligence (OSINT) monitoring to identify emerging threats, risks, or reputational concerns impacting the organization. 
• Maintain continuous situational awareness of venue operations, local events, weather conditions, and external factors that may affect security posture. 
• Play a key role in the organization’s employee badge system, by verifying employee’s status, issuing access badges and disabling badge access as needed. 
• Provide real-time information and conduct timely video tracking as requested for persons of interest (POI) regarding security and safety related concerns. 
• Respond to routine and emergency calls, dispatching security officers, Emergency Response Team (ERT) members, facilities personnel, police, fire, and EMS as required via telephone, radio, and organizational software platforms. 
• Evaluate and triage incidents based on severity, escalating to security management and cross-functional business units as appropriate per established protocols. 
• Support life safety incidents including medical emergencies, natural disasters, active threats, and facility evacuations. 
• Communicate timely, accurate information to key stakeholders using established communication vehicles and best practices. 
• Maintain comprehensive records of all communications, incidents, dispatch activities, and system alerts in accordance with departmental standards. 
• Prepare incident summaries, shift reports, and after-action documentation as required. 
• Operate and troubleshoot security technology platforms including CCTV, access control, visitor management, and alarm monitoring systems. 
• Support the integration and operational testing of new security technologies as they are deployed across venues. 
• Generate data metrics and reports to support security leadership decision-making. 
• Take an active role in position-related projects, ranging from consulting to full ownership based on individual capability and development goals. 
• Handle situations of a sensitive nature with discretion, maintain strict confidentiality and adherence to information security practices (personnel matters, legal request, investigations, public relations incidents, VIP movements, etc.). 
• Serve as a reliable resource for employees, vendors, guests, and law enforcement, requiring general security assistance. 
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.  

What do you need to succeed? 

• Up to 1 year of related experience
• 1–2 years of experience in a security operations center, dispatch center, or similar real-time monitoring environment. 
• Associate or bachelor's degree in Criminal Justice, Emergency Management, Security Management, or a related field. 
• Working knowledge of CCTV, access control systems, and alarm monitoring technology, including basic troubleshooting. 
• Proficiency in Microsoft Office Suite (reports, metrics, documentation). 
• Strong verbal and written communication skills with the ability to remain calm and articulate under pressure. 
• Critical thinking and problem-solving ability with a detail-oriented, multi-tasking approach in a fast-paced environment. 
• Professional demeanor with strong customer service skills and the ability to interact across all levels of the organization. 

Special Requirements  

• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment.  
• This is a fully on-site position. 

#LI- Onsite