INTRODUCTION
Duty Operator – Security Operations Centre (SOC)
Department: Security Operations Centre (SOC)
Job Type: Part- Time (Weekends)
Location: Oakville, ON
Hourly Rate: $22.00/hour

About Commissionaires Great Lakes
Commissionaires Great Lakes (CGL) has been proudly serving communities since 1925, providing meaningful employment opportunities for veterans and individuals dedicated to public service. As one of Canada’s most respected security and public safety organizations, we deliver trusted security solutions across Central and Southwestern Ontario.

Our services include uniformed security, mobile response, by-law enforcement, identification services, and 24/7 security operations support.

At CGL, we are driven by integrity, accountability, professionalism, and continuous improvement. We value people who are calm under pressure, service-oriented, and committed to making a real difference in the safety and security of the communities we serve.

About the Role
As a Duty Operator in our Security Operations Centre (SOC), you are the critical coordination point between clients, field staff, and emergency services. You will monitor live security systems, manage incoming communications, and ensure timely, accurate responses to incidents across multiple sites.

This is a high-responsibility, fast-paced role where strong judgment, communication, and multitasking skills directly impact operational success and public safety.

You will also play an important role in supporting continuous improvement initiatives, including Lean Six Sigma projects and ISO 9001 Quality Management System compliance.

What You’ll Do

Monitor alarms, CCTV, access control systems, GPS tracking, and other security platforms

Receive, prioritize, and manage high-volume communications across phone, radio, and digital channels

Coordinate and dispatch security personnel and emergency response resources

Maintain real-time communication with field staff to ensure effective service delivery

Respond to incidents with professionalism, urgency, and sound judgment

Document all occurrences accurately in incident management systems and logs





Escalate critical events in accordance with established protocols

Monitor staffing, shift coverage, and resource availability

Support KPI tracking, reporting, and operational performance analysis

Participate in process improvement initiatives (Lean Six Sigma / continuous improvement)

Support ISO 9001 activities including documentation, audits, and corrective actions (CAPA)

Conduct post-incident reviews and root cause analysis to improve future outcomes

Maintain compliance with internal policies, client requirements, and applicable legislation

What You Bring
Required Experience & Skills

2–5 years of experience in one or more of the following:
Security Operations Centre (SOC)

Security dispatch or emergency communications

Public safety communications

High-volume call center or control room environment

Strong multitasking ability across multiple communication channels (phone, radio, systems)

Excellent communication, customer service, and conflict resolution skills

Ability to stay calm, focused, and decisive under pressure

Strong organizational skills and attention to detail

Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook)

Ability to work flexible shifts (days, evenings, nights, weekends, holidays)

Post-secondary education or equivalent experience

Minimum 5 years Canadian residency (security clearance requirement)

Nice to Have

Experience with ISO 9001 Quality Management Systems

Internal audit or compliance experience

Lean Six Sigma (Green Belt or higher)

Experience with KPI reporting, root cause analysis, and process mapping

Familiarity with security management systems, CCTV, access control, or dispatch software





Background in emergency communications or operations centres

Core Strengths for Success

Strong situational awareness and decision-making

Excellent customer service under pressure

Transparent and professional communication

Critical thinking and problem solving

Operational discipline and attention to compliance

Team collaboration in a 24/7 environment

Continuous improvement mindset

What We Offer

Competitive hourly wage: $22.00/hour

Medical and dental benefits (where eligible)

Employee Assistance Program (EAP) and Family Assistance support

Ongoing training and professional development

Exposure to Lean Six Sigma and ISO improvement initiatives

Opportunities for growth within a respected organization

Meaningful work supporting safety and public service

Schedule
Shift Availability: Saturday - Sunday 1200 - 0000
This position requires flexibility to work a variety of shifts throughout the week if required.

8:00 a.m. – 4:00 p.m.

4:00 p.m. – 12:00 a.m.

12:00 a.m. – 8:00 a.m.

Weekend: 12:00 p.m. – 12:00 a.m.

Weekend: 12:00 a.m. – 12:00 p.m.

Flexibility is essential due to 24/7 operational requirements.

What Success Looks Like

Fast, accurate response to incidents and calls

Clear coordination between field staff and clients

High-quality documentation and reporting

Strong adherence to procedures and compliance standards

Consistent professionalism in high-pressure situations

Active contribution to operational improvements

Commitment to Inclusion
Commissionaires Great Lakes (CGL) is fully committed to abiding by all equal opportunity employment standards. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All our employment practices are solely based on individual merit and our organization's needs at the time.

Accommodations are available throughout the recruitment process in accordance with applicable legislation. Applicants are encouraged to advise us of any accommodation needs at any stage.

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📌 Duty Operator (Weekends) - Oakville (Ontario)
🏢 Commissionaires Great Lakes
📍 Ontario