CCTV System Operations Manager & Technician

We are seeking a highly skilled and proactive CCTV System Operations Manager & Technician to oversee, maintain, and optimize our physical security surveillance infrastructure.

In this hybrid role, you will balance operational management with hands-on technical troubleshooting.

You will work closely with the Division Technology Lead to ensure all CCTV systems operate with high availability.

Your core responsibilities will include managing the end-to-end lifecycle of support tickets in ServiceNow, diagnosing hardware and network issues, performing on-site physical repairs, and leading weekly status and escalation reviews.

Key Responsibilities

Incident Management & Triage
Ticket Ownership: Ensure all CCTV-related issues, outages, and maintenance requests are promptly and accurately entered into ServiceNow.
Triage & Assessment: Review incoming tickets to assess severity, impact, and root causes.
Coordination & Escalation: Involve the appropriate internal IT teams, external vendors, or division stakeholders to ensure rapid resolution of complex issues.
Hands-on Technical Operations & On-Site Support
Physical Troubleshooting: Travel to local sites to physically inspect, diagnose, repair, reconfigure, or replace faulty CCTV hardware and peripherals.
Camera Maintenance: Address and resolve camera-specific issues, including:
Confirming camera fields of view and clearing physical obstructions.
Cleaning lenses and correcting image configuration faults (e.g., inverted video).
Checking enclosure seals to protect against water penetration.
Testing auxiliary connected infrastructure such as Uninterruptible Power Supplies (UPS).
Network & Connectivity: Troubleshoot connectivity issues between cameras, network switches, and Digital Video Recorders (DVRs) / Network Video Recorders (NVRs).
Remote Streaming Video Support: Investigate and resolve instances where viewing stations cannot remotely access or stream live/recorded video feeds.
Reporting & Governance
Weekly Status Reviews: Prepare and lead weekly review meetings with the Division Technology Lead and stakeholders.
Action Tracking: Showcase the current status of all CCTV systems, detailing actions taken, resolution steps, and clear paths for pending escalations.
High Availability: Proactively identify system vulnerabilities or aging hardware to prevent downtime and maintain maximum system uptime.
Data Retention Auditing: Ensure storage configurations comply with ICs legal retention policies (30-day storage cap).
Access Control & Audit Logs: Manage user permissions (adding/removing user access) and routinely auditing who has accessed or exported video footage.

Qualifications & Skills

Experience & Education
Experience: 3 5 years of experience in CCTV system administration, field technician work, or physical security operations management.
ITSM Tools: Proven experience using ServiceNow (or a similar ticketing system) for incident and problem management.
Technical Knowledge: Deep understanding of CCTV hardware, DVR/NVR architecture, IP cameras, analog systems, and video management software (VMS).
Networking Basics: Solid grasp of networking fundamentals (TCP/IP, routing, switching, and PoE) as they relate to video streaming and connectivity.
Core Competencies
Hands-on Capability: Ability to safely use ladders, hand tools, and testing equipment to service physical equipment on-site.
Communication: Strong verbal and written communication skills, with the ability to confidently lead weekly meetings and explain technical issues to non-technical stakeholders.
Organization: Excellent time-management skills to balance administrative ticket management with field-based technical work.

Work Environment & Travel
Must possess a valid driver's license and reliable transportation to travel to various local sites for on-the-spot troubleshooting.
Ability to lift up to 50 lbs and work in varied environments (e.g., server rooms, outdoor camera mounts).

Skills

Mandatory Skills :CCTV system administration, ServiceNow, networking fundamentals