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The iSOC Technical Operations Manager oversees the technical operations, systems, integrations, client onboarding, and service delivery of Prosegur’s iSOC. This role serves as a key liaison between iSOC Operations, Sales, Project Management, field teams, technology partners, and clients.

Working closely with the SVP of Technology, the Manager ensures monitoring platforms, video analytics, alarm integrations, and related technologies are configured, maintained, and supported to meet operational and client needs. The role also provides technical troubleshooting, service management, and occasional after-hours support for critical issues, upgrades, and testing.

Key Responsibilities

Client Onboarding & Implementation:

• Lead technical onboarding, configuration, integration, testing, and activation of new iSOC clients.
• Serve as a technical contact for IMMIX, NICE, iSOC Suite, and related integrations.
• Configure and validate video analytics, alarm events, monitoring procedures, and system functionality.
• Support the transition of new clients into ongoing iSOC operations.

Technical Operations & Systems Support:

• Provide technical support and escalation assistance for iSOC personnel, technicians, and installers.
• Troubleshoot video, monitoring, analytics, alarm, network, and integration issues.
• Support system maintenance, upgrades, configuration changes, and testing.

Technology Platform Admin:

• Support the evaluation and implementation of AI-driven monitoring, analytics, and automation solutions.
• Provide technical oversight of IMMIX, Calipsa AI, Actuate AI, POPS, Pinnacle, NICE, and other iSOC platforms.
• Manage platform configuration, testing, troubleshooting, enhancements, and integrations. 

Sales & Project Management Support:

• Provide technical expertise to Sales and Project Management for new and existing iSOC opportunities.
• Evaluate monitoring requirements, system compatibility, integrations, analytics, and technical solutions.
• Support client discussions, commissioning, testing, and transition to operational monitoring.

Reporting & Business Intelligence:

• Develop and maintain Power BI dashboards, operational metrics, and client reports.
• Analyze data to identify trends and opportunities for service and operational improvement.
• Ensure reporting is accurate, timely, and aligned with client and internal requirements.

Service Management & Quality Assurance:

• Support service ticket management, technical issue resolution, system audits, and testing.
• Track technical issues and support timely resolution.
• Maintain technical documentation, system records, testing results, and client information.
• Support quality assurance and consistent system performance.

Client & Operational Support

• Serve as a technical and operational resource for iSOC clients and monitoring personnel.
• Act as an escalation point for technical issues and support key accounts as needed.
• Collaborate across Technology, Operations, Sales, Project Management, Service, and field teams.
• Support training, knowledge transfer, automation, scalability, and continuous improvement.

Qualifications

Required:

• Experience in electronic security, SOC, remote video monitoring, or integrated security technology.
• Knowledge of video surveillance, intrusion detection, alarm monitoring, video analytics, and related systems.
• Experience troubleshooting technical systems and supporting technicians or operations teams.
• Experience with client onboarding, system testing, documentation, and service support.
• Strong communication, organization, analytical, and problem-solving skills.
• Ability to manage multiple priorities and communicate technical concepts to varied audiences.

Preferred

• Experience with IMMIX, NICE, Brivo, Pinnacle, Axis, Avigilon, Genetec, Hanwha, or similar platforms.
• Experience with AI-based video analytics, central station operations, or enterprise VMS/access control systems.
• Experience with Power BI, data analytics, dashboards, and client reporting.
• Knowledge of networking and security system integrations. 
• Experience supporting enterprise or multi-site security programs.

At Prosegur, we make our world safer by taking care of people and businesses while remaining at the forefront of innovation. Every day, we work to secure what our clients value most, from their families to their assets, from their reputation to their networks, and from their money to their cloud. As the 3rd largest security services provider, our 175k+ team members in 36 countries combine and adapt global best practices to match the unique nature of each market we serve and partner with Electronic Security, Global Risk Services, CyberSecurity, and Remote Services (iSOC) divisions to create meaningful ‘Hybrid Security' solutions for Prospects.