National Command Centre Controller

Fidelity Services Group; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Fidelity Services Group seeks a National Command Centre Operator to monitor CCTV and security systems across multiple platforms, escalate threats, and coordinate dispatch as needed. The role requires precise reporting, strong attention to detail, and the ability to work under pressure in a fast-paced environment.

You will analyze alerts from platforms like Syntell, DSS, Deep Alert, Listener, and Vumacam Proof360, ensuring accurate handovers and maintaining thorough system notes.

Qualifications

• Grade 12 is compulsory and PSIRA Grade C is required.
• Strong attention to detail with excellent writing skills.
• Experience in a control room or CCTV environment preferred.
• Ability to work independently and as part of a team.

Responsibilities

• Monitor events and escalate or dismiss as per SOPs.
• Analyze alerts across platforms (Syntell, DSS, Deep Alert, Listener, Vumacam).
• Provide comprehensive feedback and proper handovers at shift change.
• Capture activity in the OB book and ensure equipment operates correctly.
• Communicate professionally with customers and escalate issues timely.

Skills

Attention to detail

Excellent writing

Team player

Independent worker

Call centre knowledge

Monitoring centre operations

Education

Grade 12

PSIRA Grade C

No criminal records

Tools

Syntell

DSS (Dahua)

Deep Alert

Listener

Vumacam Proof360

Isentry

Job description

Job Description – National Command Centre Controller

The Control Room utilizes the event control room whereby Control Room Officers elevate their findings into a Situational Control Room from where escalations are either dispatched or dismissed in the Control Room.

Qualifications And Attributes

• Compulsory:
• Grade 12
• PC Literate
• PSIRA Grade "C"
• No criminal records
• Call Centre/ Control Room (CCTV) industry specific knowledge.
• Call Centre/ Control Room fundamentals.
• Call Centre/ Control Room platforms and methodology.
• Minimum of 1 year Monitoring Centre experience in a similar position
• Must be able to work independently and be self-motivated.
• Must be able to work as part of a team.
• Must have a strong sense for attention-to-detail.
• Well-articulated with excellent writing skills
• Reporting Skills
• Need to be proactive and be able to handle pressure situations.
• Be accountable for work to be done on their station.
• Knowledge of all monitoring platforms used by FADT which include: Syntell, DSS (Dahua) Deep Alert, Vumacam Proof 360 (Isentry) and Proof Search will be an advantage.
• Good Working relationship with peers

Job Title

National Command Centre Operator

Department

National Command Centre

Division

Fidelity

Responsible To

National Command Centre Manager

Responsible For

Monitoring and escalating events on Syntell, DSS (Dahua), Deep Alert, Listener, Vumacam Proof 360 (Isentry) used by FADT/Surveillance (Systems may vary depending on desk allocation)

Scope and Main Purpose of Job (Systems may vary depending on desk allocation):

• Day to day monitoring of the following:
• Syntel (LPR Alerts) – Alerts created on WhatsApp with SIU Members. Create a signal on Listener and send to the dispatch stack.
• DSS (Dahua) – Analyze alerts for threats. For a threat elevate and create a signal on Listener for armed response to attend. No threat dismiss.
• Listener – analyze WhatsApp groups and create Listener alarms for a vehicle to be dispatched to the wanted area.
• Deep Alert – Analyze the alert for threats. For a threat elevate and create a signal on Listener for a vehicle to be dispatched to the area under threat.
• Vumacam (Revenue Client) – Proof 360 (Isentry)
• Analyze the event station for anything suspicious:
• Suspicious people.
• Vehicle parked off for too long in an area.
• Hi-Jacking
• Robberies
• Accidents
• Proof Search
• Search any wanted vehicle.
• Loading of new wanted vehicles.
• Report any system failures within the Off-Site Control Room to the Branch Manager and Surveillance Control Room Seniors on duty.
• Duties: Below duties are not exhaustive and additional duties may be added as required.
• Monitor alerts diligently and ensure that all SOP’s are followed and understood for each site as per the monitoring instructions. If monitoring instructions are not clear for a site elevate your concerns to your shift senior or relevant manager
• Keep your stack cleared and attend to alerts timeously and with accuracy.
• Escalate any findings with the required level of detail to ensure the situation can be resolved efficiently.
• Provide comprehensive feedback on all findings and articulate the resolution accurately onto the system notes.
• Conduct a proper handover with the off going shift. Off going shift to ensure that all information is handed over regarding alerts completed or in progress.
• Capture all activity in the provided OB book relating to your station during your shift.
• Ensure all equipment at your station is operational. Report any anomaly to the Branch Manager/Surveillance Monitoring Senior.
• Adhere to all Control Room Policies and Procedures and behave in a manner that is always respectful and presentable.
• Communicate clearly and professionally with all customers and ensure that your feedback is comprehensive and that you attend/escalate all issues the customer might have.
• Notify your manager if any system or procedure is unclear to you so they can assist with any additional training you might need.
• Follow-up on any response actioned by you to ensure the correct feedback is available for you to close your incidents off.
• Be punctual and present for your shift – notify your management timeously if you have any issues that will affect your punctuality or effectiveness of your performance for the shift’s duration.
• All work carried out in the Surveillance Off-Site Control Room is confidential and will not be shared with any individual outside of the Surveillance Control Room.