ASCC Design & Delivery Supervisor

Summary of the Role

Reporting to the ASCC Manager, this position is embedded within The Walt Disney Company’s APAC Security Control Centre (ASCC), a cutting-edge security operations centre. The ASCC is the central hub for managing security across the region, responsible for monitoring threats, responding to incidents, and protecting company assets and personnel. Operating 24/7, the ASCC ensures situational awareness and facilitates effective decision-making by managing incidents, coordinating responses, and maintaining seamless communication during security events.

The ASCC Design & Delivery Supervisor plays a critical role in maintaining the Centre’s operational integrity. As a subject matter expert on security systems, this individual contributes towards the high availability and performance of key regional security infrastructure. The role involves overseeing technology programs, implementing quality assurance measures, and acting as the first responder to system issues, ensuring the Centre’s continuous and efficient operation. This position is pivotal in upholding the ASCC's mission to provide a secure and resilient environment for the company's regional operations.

In addition, and in close collaboration with the Regional Security Managers, this position will ensure the ASCC remains relevant and well-prepared to adapt to business changes and objectives. It involves aligning the ASCC’s technical infrastructure with evolving operational business needs while maintaining compliance with company standards and local regulations.

The ideal candidate will have a robust technical background, coupled with exceptional problem-solving skills. This individual will play a key role in driving continuous improvements, ensuring that the systems and processes are optimized to meet evolving business needs and identify operator efficiencies within the security operations environment.

Main Responsibilities

Incident Response

• Act as the ASCC’s primary point of contact (1st Line IT support) for reporting and responding to security system failures, ensuring timely repairs.
• Escalate system failures to the company’s Global Security Design & Engineering (GSDE) team and engage the region's technical integrator for site attendance when necessary.
• Log, track, and update incident reports, maintaining metrics for data-driven decision-making.

Delivery Programmes:

Responsible for overseeing several technical programs, including but not limited to:

• Alarm Prioritization Framework (APF): Continuously develops and maintains the region's Alarm Prioritization Framework, identifying and addressing nuisance alarm activity to improve ASCC operator response.
• Preventative Maintenance (PPM): Responsible for managing the region's Planned Preventative Maintenance (PPM) in coordination with the GSDE team, ensuring all facilities' security systems are properly serviced and any remediation needs are promptly addressed.
• Technical Risk Register: Accountable to keep accurate records known risks that could impact the ASCC operational response, monitors and develops strategies for fast mitigation.
• Change Management: Maintains change control logs to ensure system updates, additions, and decommissioning are managed and communicated effectively, minimizing business disruption and unexpected impacts on ASCC operations.
• System Administration: Perform basic system administration tasks for systems administered by the ASCC, ensuring platforms are updated and accurate.

Quality Assurance:

• System Changes: Responsible for ensuring ASCC systems are point to point testing during changes to ASCC systems including validation of alarm testing during preventative maintenance.
• Ensure System Integrity: Verifies that all systems are functioning as expected, maintaining a programme of daily, weekly, monthly systems checks.
• Early Detection: Monitors systems management tools to ensure critical platforms meet predefined benchmarks, helping to maintain optimal efficiency.
• Support Compliance: Ensure that systems adhere to internal policies and external regulations, maintaining compliance with industry standards.
• Document Changes: Keeps a log of any system updates, changes, ensures that systems documentation, drawings, engineering logs etc are well maintained.

Stakeholder Relationships:

• Collaborate with the APAC Global Security team’s Regional Security Heads and other key business partners such as TWDC IT and Network departments.
• Serve as a liaison between APAC Security and Global Security Design & Engineering Technology teams to articulate functional requirements for technical deployments in service of the operational needs.
• Coordinates and maintains strong relationships with security system vendors.

Post-Implementation:

• Conducts post-project evaluations to make sure ASCC systems are updated correctly.
• Assists ASCC staff with systems training, documentation and supporting SOP’s.
• Effectively communicates changes and additions to ASCC systems well in advance.

Required skills & Experience

Essential

• Industry recognised accreditation in Information Technology, or related field.
• Strong technical expertise in security systems such as access control, CCTV, mass notification, and IDS.
• Over five years of corporate security experience, with at least four years at an Analyst/Senior Analyst level managing security system.
• Excellent communication and diplomacy skills, capable of conveying complex ideas clearly.
• Proficient in Microsoft Office and knowledgeable in IT infrastructure and lifecycle management.
• Familiar with IT Helpdesk Systems.
• Ability to interpret construction drawings and make annotations using tools such as Bluebeam Revu.
• Exceptional problem-solving skills with a focus on technical issue resolution.
• Detail-oriented with the ability to manage multiple tasks efficiently.
• Outstanding communicator and collaborative team player, with the ability to build strong working relationships, foster teamwork, and drive success through effective cross-functional collaboration.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.

Desirable

• Degree is preferred, equivalent work experience will be considered.
• Knowledge of regulatory requirements related to physical security and data protection.
• Experience working in Everbridge, Asana, ServiceNow, and Confluence.
• Genetec video management system enterprise certifications.
• Lenel access control system enterprise certifications.
• PMP, PSP, CISSP, CISM, ITIL, COBIT.
• Three years in a multinational organization and within a security operations center.
• Additional experience working for a major Value-Added-Retailer, integrator, and/or security vendor.