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 Outstanding 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

In this role, you will:

- 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
- Clear and professional communication
- Critical thinking and problem solving
- Operational discipline and attention to compliance
- Team collaboration in a 24/7 environment
- Continuous improvement mindset <

📌 Duty Operator (Canada)
🏢 Commissionaires Great Lakes
📍 Canada