Surveillance Operator

Job Summary:
Protect LUMA Energy personnel, critical electrical infrastructure, property, and customer-facing locations island-wide through continuous 24/7 surveillance, monitoring and operation of CCTV, video analytics, panic-alarm, and electronic access-control systems from the Electronic Surveillance Operations Center. Validate and escalate physical security, health & safety, and operational irregularity events; maintain accurate time-sensitive records; support authorized administrative and criminal investigations; and safeguard confidential evidence and chain-of-custody integrity.

Job Description:

- Monitors live and recorded CCTV, access‑control activity, panic alarms, and AI‑enabled analytics while conducting preventive virtual patrols and scheduled system checks with all camera types to detect security, safety, policy, and infrastructure irregularities.
- Tracks continuous situational awareness by integrating surveillance coverage, alert assessment, and recurring system checks to confirm abnormal activity, identify reportable events, and detect emerging risks Island‑wide.
- Evaluates and prioritizes alarms, calls, urgent events, emergencies, system faults, and reporting deadlines by distinguishing false alerts from conditions requiring observation, documentation, escalation, security response, emergency notification, or verified real‑time updates.
- Collaborates with Control Center Senior Engineer, IT Ops, Corporate Security Regional Specialists, first‑response agencies, and site private security guards to address physical security issues and critical‑incident responses—including unauthorized entries, explosions, fires, connectivity failures, and other irregularities.
- Coordinates urgent responses by contacting 911, police, fire, medical responders, private security, management, Corporate Security, and operational centers to address loss of visibility or communications and ensure contingency measures that minimize physical security gaps.
- Monitors visual coverage during active incidents by repositioning cameras, providing verified real‑time updates, preserving chronological records, and tracking the La Torre fire‑alarm panel in line with evacuation procedures and authority limits.
- Verifies ESOC integrity by enforcing access controls, protecting credentials and sensitive information, complying with ESOC policies and privacy requirements, managing ESOC access control and fire‑panel logs, completing face‑to‑face handovers, and participating in training and audits aligned with SOP‑ESOC‑001 and company policy.
- Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
- Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
- Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

This position has been classified as safety-sensitive following an assessment of its duties and risks to people and property. It is subject to the Company’s Drug and Alcohol Policy and applicable testing requirements, in accordance with applicable law. Employees must perform their duties free from the effects of substances that compromise safety or job performance.

Additional Job Description:

Education & Experience

Required Qualifications:

- Associate's degree in Information Technology, Computer Sciences or related field.
- 1 to 2 years’ experience in Information Technology, Law Enforcement, Criminal Justice or related field.
- 1 year of experience with functional role responsibilities such as performing surveillance operations, evaluating security events, coordinating emergency responses, and maintaining Electronic Surveillance Operations Center (ESOC) compliance and control.

Additional Qualifications:

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

- High School or equivalent (GED) when accompanied by a minimum of 3 years of experience performing similar functions and at least 1 year of experience performing a previous similar role.

Competencies (Skills)

- Sustained Attention and Situational Awareness: Maintains continuous focus to detect irregularities, emerging risks, and changes in operational conditions.
- Judgment, Prioritization, and Escalation: Reviews events and alarms to distinguish false alerts from issues requiring documentation, escalation, or emergency response.
- Confidentiality and Evidence Management: Protects sensitive information and applies disciplined evidence‑handling and chain‑of‑custody practices.
- Security Systems Proficiency and Operational Coordination: Utilizes CCTV, video analytics, access‑control and alarm systems, digital reporting tools, and multitasks effectively within a 24/7 operational environment.
- Bilingual Communication and Documentation Accuracy: Communicates clearly in Spanish and English and produces precise incident documentation using structured methods such as the 5 Whys.

Licenses/Certifications

Required:

- Valid Puerto Rico driver's license

Travel Requirements

- Not Required

Physical Demands

- Stationary Position: Frequently
- Pushing/ Pulling/ Reaching: Seldom
- Kneel: Seldom
- Grab: Seldom
- Bend: Seldom
- Lift/ Carry over: 0 - 15 pounds

Working Conditions

- Wet or humid: Seldom
- Working near or on moving mechanical parts: Seldom
- Working near or on heavy machinery: Seldom
- Working in high places: Seldom
- Exposed to fumes or airborne particles: Seldom
- Frequency of working in outdoor weather conditions: Never
- Work with electricity: Never
- Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.