Key Deliverables by Level
Targets are representative; actual goals vary by client/site. Emphasis on SLA adherence, audit readiness, quality, and safety.
Grade 1 — Coordinator
Access request SLA ≥ 95% within defined time (e.g., ≤ 8 business hours) for standard profiles.
Data accuracy ≥ 98.5% for access lists, shipment logs, and incident fields.
CCTV evidence requests fulfilled ≥ 97% within SLA.
Complete weekly checklists (health checks, badge reviews) with 100% on‑time rate.
Grade 2 — Specialist
Access recertification completion ≥ 98% by deadline; badge revocations ≤ 24 hours from deprovision triggers.
Shipment compliance variance ≤ 0.5%; zero unlogged hand‑carries.
Media destruction certificates reconciled 100% within 10 business days of collection.
Deliver 1–2 process improvements/quarter with measured impact (≥ 5% cycle‑time reduction or error reduction).
Grade 3 — Senior
Audit results: no major findings; corrective actions closed ≤ 30 days.
Incident MTTA ≤ 30 min and MTTR ≤ target for physical incidents in owned region; publish RCAs for P1 events.
CCTV/VMS uptime ≥ 99% across owned sites; proactive maintenance plan executed.
Lead a regional project (e.g., access tool upgrade, POP onboarding) on time/on budget; train team on new SOPs.
Grade 4 — Lead/Manager
Global/regional access compliance ≥ 99%, stockout of credentials/consumables ≤ 1%.
Achieve ≥ 15% YoY improvement in a key KPI (MTTR, audit cycle time, recertification lead time, or incident rate).
Vendor SLA compliance ≥ 98%; publish monthly ops review and risk register; close high‑risk items ≤ 14 days.
Standardize SOPs/tooling across sites with ≥ 95% adoption; maintain governance cadences.
Essential Duties and Responsibilities (All Levels):
Security & Safety Incident Management
Triage incident reports from DC/colo providers; analyze trends; escalate per playbooks; track MTTA/MTTR.
Maintain incident records and after‑action reviews; support corrective/preventive actions.
Access Control & Monitoring
Process access requests for employees/contractors/vendors; maintain RBAC; run periodic access recertifications.
Administer badge/reader/door groups; oversee CCTV/VMS health checks, evidence retrieval, and retention practices.
Shipment & Chain‑of‑Custody Compliance
Approve and log inbound/outbound shipments; validate deliveries and returns; enforce vendor and employee hand‑carry protocols.
Maintain custody records linking shipments, work orders, and asset IDs.
Media Handling & Destruction
Coordinate media sanitization/destruction per client policy; manage lockbox/storage boxes; reconcile certificates of destruction.
Track bad media, create reports, and drive remediation.
Hardware & Security Systems Management
Support decommissions, RMAs, and migrations; coordinate on‑site remote hands.
Diagnose physical security hardware (cameras, NVR/VMS, controllers, readers, sensors) and coordinate vendor repairs.
Operations & Change Management
Review maintenance notices; assess security impacts; submit/approve change requests as required.
Create and maintain SOPs/MOPs and knowledge base articles; train partners and vendors.
Data Accuracy & Audits
Maintain accurate records in ticketing/CMDB/DCIM; perform internal/external audits; reconcile discrepancies across portals.
Produce weekly/monthly dashboards covering KPIs, incidents, and audit status.
Vendor & Provider Management
Serve as primary security point‑of‑contact for vendors; manage scheduling, site access, and performance.
Conduct QBRs; track SLAs/OLAs; follow up on action items to closure.
Education and/or Work Experience Requirements:
Minimum: Bachelor’s degree in Security Management, Information Systems/Technology, or related field; or equivalent experience in DC/colo, network infrastructure, or physical security operations.
Grade 1: 0–1 years directly relevant experience; internship or operations background acceptable.
Grade 2: 1–3 years security operations or data center experience; independent ownership of a site/zone.
Grade 3: 3–5 years; regional SME; audit/project leadership; vendor management exposure.
Grade 4: 5+ years; regional/global ownership; governance and KPI accountability; may manage people.
Preferred Certifications: ASIS PSP/CPP, Lean/Continuous Improvement coursework, ITIL® Foundation, DC/colo safety training.
Knowledge, Skills & Abilities (KSAs):
Knowledge
Physical security principles (access control, CCTV/VMS, visitor management, perimeter/room security) and data center/colo operations basics.
Incident management and change management concepts; audit/control frameworks (e.g., ISO 27001/ISMS concepts, SOC reporting) as applicable to physical security.
Chain‑of‑custody, shipment compliance, and media sanitization/destruction practices aligned to client policy.
Skills
Use of access control and VMS tools; ticketing/case systems; accurate data entry and reconciliation.
Vendor coordination and scheduling across time zones; clear written/verbal communication.
Root‑cause analysis, reporting/dashboards (spreadsheets, simple BI), SOP/MOP documentation.
Abilities
Prioritize multiple requests; meet SLAs in a fast‑paced environment.
Handle sensitive/security information confidentially; exercise sound judgment.
Work independently and as part of a distributed team; mentor others as seniority grows
Access Control: Lenel, Genetec, Brivo, HID (examples).
VMS/CCTV: Genetec, Milestone, provider portals.
Ticketing/Workflow: Jira, ServiceNow; CMDB/DCIM: Device42/NetBox/provider portals.
Collaboration/Reporting: Google Workspace/Microsoft 365; Excel/Google Sheets (pivots/lookups), basic BI.
Each level, 1 - 4, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required.
Legend: L1 = Foundational, L2 = Working, L3 = Advanced, L4 = Expert/Leader
Career Path & Progression
Security Operations (Grade 1 → 4) with increasing ownership of sites/regions, metrics, vendors, and governance.
Lateral/next steps: Data Center Operations, Network Deployment, Corporate/Physical Security, Tooling/Automation (Access/VMS), Risk & Compliance, or People Leadership.
Physical Requirements:
May or may not be in a client and or Remote work environment that requires sitting/standing for extended periods of time. Manual dexterity and proficiency with computers and typing, often for several hours a day. This includes using a keyboard, mouse, and video conferencing equipment. Visual and auditory abilities to review digital content, read documents, participate in virtual meetings, and collaborate effectively using various platforms. While most work will be conducted from a desk, remote work may still require basic mobility for home office setup adjustments, attending virtual presentations, or organizing workspace materials.
While primarily sedentary, this role benefits from incorporating breaks, stretching, and ergonomic adjustments to prevent strain from prolonged screen time.
On‑site/field presence at DC/colo locations as needed; occasional after‑hours/weekend work for change windows or incidents.
Ability to lift/push/pull up to 50 lb (23 kg) safely; frequent standing/walking; occasional ladder/mezzanine work and PPE use.
Frequent computer/keyboarding and wrist/hand motions for data entry and monitoring.
Travel between local sites and occasional regional travel.