Lead Security Operations Center Operator

Lead Security Operations Center Operator Location: New York City, NY Position Type: Full-time Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at Responsibilities Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site. Serve as the shift leader, primary point of escalation, and initial decision-maker for all SOC Operators on duty, providing real‑time guidance on incident prioritization, triage, response protocols, and crisis containment. Oversee accurate monitoring of CCTV systems, access control platforms, alarm systems (video, door, and duress), and all security technology platforms during assigned shifts. Lead the SOC team in responding to life safety and security incidents (medical emergencies, natural disasters, active threats, etc.), coordinating the dispatch of security officers, Emergency Response Teams (ERT), facilities personnel, police, fire, and EMS; manage the answering of routine and emergency calls, ensuring timely and professional responses. Evaluate and classify incidents based on severity, potential business impact, and threat level, ensuring appropriate escalation to Security management and relevant business units (HR, IT, Public Relations, Legal, Facilities). Ensure comprehensive and accurate documentation of all communications, incidents, and events through established record‑keeping systems and reporting tools. Conduct post‑incident reviews with SOC Operators to identify lessons learned and recommend process improvements. Mentor, coach, and develop SOC Operators through hands‑on training, performance feedback, and structured knowledge‑sharing sessions; monitor operator performance and provide constructive guidance on communications, documentation, system utilization, and adherence to SOPs. Assist in the onboarding and training of new SOC Operators, ensuring proficiency in all systems, protocols, and communication standards. Support the development and refinement of SOC playbooks, standard operating procedures (SOPs), and runbooks in partnership with SOC management. Monitor social media tools and open‑source intelligence platforms to identify threats and risks to the organization, its venues, employees, and guests; synthesize threat information from multiple sources and coordinate with the Threat Management team to ensure intelligence‑driven decision‑making. Serve as the primary liaison between the SOC and internal/external partners during active incidents, ensuring all shift communications — including shift reports, incident notifications, and leadership briefings — are clear, concise, and delivered in accordance with organizational standards. Manage situations of a sensitive nature with discretion, upholding the organization’s confidentiality and information security practices (personnel issues, legal requests, investigations, public relations incidents, emergency contact information, etc.). Identify opportunities to improve SOC processes, technology utilization, and communication workflows; support the development of data metrics, performance reports, and operational dashboards that inform leadership decision‑making. Take an active role in position‑related projects, ranging from consulting to owning initiatives based on operational needs and individual expertise. Qualifications Minimum 3–5 years of experience in a Security Operations Center, GSOC, or similar command center environment, with at least 1–2 years in a supervisory or lead capacity within physical security, corporate security, or a venue security environment. Advanced understanding and troubleshooting capabilities for CCTV, Physical Access Control Systems (PACS), and security software platforms utilized by the organization. Demonstrated leadership ability with experience mentoring, training, and directing team members — including the ability to influence personnel who do not report directly to you to accomplish operational objectives. Exceptional critical thinking and decision‑making skills, with the ability to remain calm under pressure, analyze complex situations, identify root causes, and implement solutions while providing clear direction to team members. Outstanding communication skills (written and verbal) with a professional demeanor and the ability to deliver clear, accurate information to technical and non‑technical audiences, including employees, executives, vendors, and guests. Strong organizational and time‑management skills with the ability to multi‑task and prioritize in a fast‑paced, deadline‑oriented environment. Proficiency in Microsoft Office Suite with the ability to create data metrics, operational reports, and dashboards. Ability to manage sensitive and confidential information with the highest level of discretion and integrity. Experience with social media monitoring tools, open‑source intelligence (OSINT) platforms, and knowledge of emergency management principles and incident command structures. Familiarity with Madison Square Garden Entertainment venues and operations preferred. Special Requirements Ability to work a flexible schedule inclusive of days, nights, weekends, and holidays in a 24/7 environment. Hourly Pay Range $34 — $39 USD We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required. We also strictly prohibit discrimination and harassment on these bases. At this time, Federal law requires that we maintain a record a record of each employee's sex and race or ethnicity, and that we invite employees to voluntarily self‑identify. The information will be kept confidential and only be used in accordance with the provisions of applicable federal laws, including those which require the information to be summarized and reported to the Federal Government for civil rights enforcement purposes. #J-18808-Ljbffr MSG Entertainment Holdings, LLC