Global Operations Coordinator

Crisis24; Annapolis (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

A global security assistance provider is seeking a Response Coordinator in Annapolis, Maryland. This role involves providing general and emergency assistance to clients worldwide, working in a 24/7 operations center. Responsibilities include interfacing with experts in security and intelligence, responding to inquiries from travelers, maintaining incident reports, and utilizing the Worldcue platform for risk assessment. Shift work is required, including nights and weekends. The ideal candidate will have strong communication skills and a proactive approach to information security.

Responsibilities

• Interface with security and intelligence SMEs who support security and risk mitigation.
• Act as first point of contact for client travelers and expats.
• Prepare case management reports to document client actions.
• Respond to mobile device communications from personnel in high-risk locations.
• Utilize Worldcue platform for data summarization regarding risks.
• Identify event locations and transportation routes using mapping products/APIs.
• Prepare and update operational maps.
• Maintain contact metrics for monthly hotline reporting.
• Build custom client protocols for hotline directives.
• Adhere to information security procedures and report incidents.
• Take proactive approach to information security.

Job description

Position Overview

The Response Coordinator is responsible for general and emergency assistance to a worldwide client base utilizing the operations protocols and other client focused procedures. Shift work is required, to include regular exposure to nights, weekends (differential is paid for shift hours) and holidays.

Essential Duties / Responsibilities

• Serves as a team member in the 24/7 Response Operations Center: interface with security and intelligence Subject Matter Experts (SMEs) who support a wide range of security and risk mitigation products and services
• Aids client travelers, expats and others as the first point of contact
• Prepares case management reports for clients to document actions undertaken
• Responds to various mobile device communications from personnel in high-risk locations
• Utilizes Worldcue platform to extract, format and summarize data that informs client of potential risk to organizational assets during critical events
• Interfaces with mapping products/APIs to identify locations of events, transportation routes and designated areas
• Prepares and updates operational maps
• Maintains contact metrics for reporting of daily/monthly hotline activity
• Builds custom client protocols that serve as directives for addressing hotline contacts
• Adheres to applicable information security procedures and policies as updated from time to time on the ISMS
• Reports any information security incidents or potential information security threats to the Information Security Officer
• Takes a proactive approach to information security
• Other duties as assigned