Remote VSOC Manager: Build & Lead Security Ops

Victra - Verizon Authorized Retailer; Durham (NC); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Paid training and career development

Health, dental, and vision insurance

401k retirement plan

Tuition reimbursement

Employee discounts on Verizon services

Referral bonuses

Career pathing opportunities

Job summary

Victra is seeking a VSOC Manager to own the alert lifecycle across physical security platforms, defining how the VSOC operates as a new function. You will lead an offshore monitoring team of about 40 and oversee emergency responses during disasters or crises.

You will report to the Senior Manager of Asset Protection Operations and build criteria to separate real risks from noise, prioritizing urgent incidents and ensuring clear communication with store leadership.

Qualifications

• 3–5 years of experience in security operations centers (SOC), alarm monitoring, or asset protection environments.
• Hands-on experience with core security platforms and video management systems (e.g., Alarm.com, OpenEye, Smart Safes).
• Proven track record of building exception-based reporting frameworks and successfully reducing alert noise.
• Strong data analysis skills with the ability to turn complex alert volume patterns into clear escalation criteria.
• Experience utilizing ServiceNow or comparable ticketing platforms, including tracking SLAs and incident lifecycles.
• Demonstrated experience supporting emergency or crisis response coordination across multiple corporate/retail locations.

Responsibilities

• Own the alert lifecycle end to end, from identification through close-out, prioritizing by risk and urgency.
• Build escalation and triage criteria per alert type so only qualifying alerts reach a human operator.
• Triage high-priority break-in and unsecured store alerts, distinguishing between equipment and process failures.
• Serve as the single point of contact for RAPMs and store leadership on event status, providing complete supporting alert history.
• Turn monitoring output into actionable risk assessments, identifying patterns, market trends, and field intelligence.
• Set operational standards and questions for the offshore monitoring team, raising their capabilities through continuous training and examples.
• Manage cameras, NVRs, and smart safes by exception, tracking escalated devices to close-out and auditing compliance.
• Run regular alarm code audits and build ServiceNow exception reporting on past-due tickets and repeat issues.
• Lead the emergency VSOC response to natural disasters, civil unrest, and other crises via live camera review and remote lockdown controls.
• Maintain on-call rotations, define requirements for the AlertMedia replacement, and run post-event gap analysis reviews.

Skills

Security operations

Data analysis

Incident management

Crisis response

Education

Bachelor's degree or equivalent

Tools

Alarm.com

OpenEye

Smart Safes

ServiceNow

Power Platform

Job description

Victra is seeking a VSOC Manager to own the alert lifecycle across physical security platforms, defining how the VSOC operates as a new function. You will lead an offshore monitoring team of about 40 and oversee emergency responses during disasters or crises.

You will report to the Senior Manager of Asset Protection Operations and build criteria to separate real risks from noise, prioritizing urgent incidents and ensuring clear communication with store leadership.