About this role
ECAM is looking for talented individuals like you! Be the next Monitoring Specialist.
The Monitoring Specialist is an End-to-End expert from the detection piece and the primary decision-maker for verified incidents, ensuring accurate response, effective communication, and timely resolution of security events. This role requires accurate event verification, timely escalation, and clear documentation in accordance with client-specific procedures and service level expectations. The goal is to make sure that the customer value is maintained by securing and deterring any possible crimes across all properties.
Job Highlights:
-Day 1 HMO for you and two (2) of your dependents.
-Annual and Performance Based Salary Increase
-Additional Leave Credits
Duties & Responsibilities:
• Monitor and process end to end event-based alarms concurrently.
• Review video clips, conduct manual patrols, and site checks.
• Analyze and validate processed alarms accurately in a timely manner to ensure immediate action.
• Identify false alarms vs. actionable alarms based on established monitoring protocols.
• Communicate clearly and professionally with clients, property owners, security personnel, and applicable authorities (e.g., police, emergency responders) regarding active and resolved incidents.
• Receive and manage inbound calls and emails from clients and authorities related to reported events or properties.
• Provide accurate, concise, and information to all stakeholders during high-pressure or time-sensitive situations.
• Accurately document all actions taken, communications made, and outcomes. Strictly follow internal procedures, client protocols, and escalation guidelines when handling incidents.
• High attention to detail under pressure.
• Ability to remain calm during high-severity incidents.
• Document and tag outcomes clearly and accurately.
• Actively manage alarm queues to prevent backlog and ensure that SLAs are met.
• Identify and report camera offline, latency, video loss, misconfigured alarms, and camera maintenance.
• Escalate recurring technical issues with sufficient detail for troubleshooting.
• Ensure all alarm handling complies with client SOPs and monitoring standards.
• Demonstrate consistent attendance and shift readiness.
• Perform ad-hoc duties as required, including monitoring client sites, based on business needs.
Qualifications:
• Possess a Bachelor's/ College Degree.
• Fresh graduates are welcome to apply.
• Career shifters are welcome to apply.
• Experience in Security/ Armed Forces/ Protective Services, Video Surveillance Monitoring or equivalent is a plus but not required.
• Experience in determining the severity of threats and escalating as necessary.
• Experience in efficiently navigating through various systems and tools.
• Experience in determining the severity of threats and escalating as necessary.
• Experience in maintaining detailed incident logs and providing information for investigations.
• Experience in handling difficult or upset customers with professionalism.
• Excellent verbal and written communication skills.
• Knowledgeable in Microsoft Office suite including Word and Excel, Outlook email, etc.
• Required language(s): English.
Why join ECAM?
At ECAM, we invite you to make a difference. Take over a position that creates community impact.
Get to work with skillful team members and experience limitless growth.
Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.