Design a shift and staffing model that sustains twenty-four-hour coverage across time zones.
Security Management
Global Security Operations Centre Management and Command Protocols
Manage a global security operations centre from technology and staffing design through to the command protocols that keep multi-site incidents under control around the clock.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
A global security operations centre is judged in the first ninety seconds of a real incident, when an analyst has to recognise what is happening across camera feeds, access events and alarm data, decide who to notify, and start a command process before the situation escalates further, and that capability has to be designed long before the incident occurs. This course covers the operating model of a modern security operations centre: staffing and shift design across time zones, integrating video management, access control and alarm platforms into a single operating picture, writing standard operating procedures that analysts can follow under pressure, and building the escalation matrices and command protocols that connect the centre to site teams, crisis management and executives. Participants also address the centre's own continuity, including failover to a backup facility, and the dashboards and reporting used to demonstrate its value. Work is built around a simulated multi-site incident that runs from first alert through to stand-down, giving participants a command protocol and staffing model they can adapt to their own operating environment.
Expected Learning Outcomes
Integrate video, access control and alarm platforms into a single operator interface.
Write standard operating procedures that guide analyst decisions during a live incident.
Build an escalation matrix that routes incidents to the right responder within set timeframes.
Direct a multi-site incident through initial assessment, notification and stand-down.
Design a failover plan that keeps monitoring functions running if the primary centre fails.
Report security operations centre performance to stakeholders using operational KPIs.
Who Should Attend
Security operations centre managers and shift supervisors.
Corporate security leaders designing or commissioning a new monitoring capability.
Security analysts progressing into team leader or centre management roles.
IT and security technology managers integrating monitoring platforms into a command centre.
Crisis and business continuity managers who interface with a security operations centre.
Regional security managers coordinating multiple sites through a central command function.
Course Modules
Select any module to see its sessions and points.
01Operating Model, Staffing and Technology Integration
2 sessions · 8 points
Session 1Designing the Staffing and Shift Model
- Size a security operations centre team against alarm volume, site count and response targets.
- Design shift patterns that maintain alertness across night, weekend and holiday coverage.
- Define analyst competencies and a training pathway from induction to independent shift cover.
- Plan cover for peak demand periods without permanently over-staffing quiet shifts.
Session 2Integrating Monitoring and Access Platforms
- Map video management, access control and alarm systems onto a single operator workflow.
- Configure alarm prioritisation so critical events are not buried under routine notifications.
- Reduce false alarm volume through tuning, maintenance schedules and device health monitoring.
- Evaluate a physical security information management platform against integration and reporting needs.
02Standard Operating Procedures and Command Protocols
2 sessions · 8 points
Session 1Writing Procedures Analysts Can Follow Under Pressure
- Structure a standard operating procedure as a decision sequence rather than a narrative policy.
- Write alarm-specific response procedures covering verification, notification and logging steps.
- Test a procedure by having an analyst run it against a simulated alarm in real time.
- Version and distribute procedures so every shift works from the same current instruction.
Session 2Escalation Matrices and Notification Protocols
- Build an escalation matrix that names responders, timeframes and fallback contacts by incident type.
- Set notification thresholds that avoid both under-reporting and alert fatigue among stakeholders.
- Coordinate notification across security, facilities, IT and crisis management functions.
- Rehearse escalation call trees to confirm contact details and response times remain accurate.
03Directing Live and Multi-Site Incidents
2 sessions · 8 points
Session 1Incident Command from First Alert to Stabilisation
- Assess an incoming alert to establish scale, location and immediate response needs.
- Direct site teams and first responders while maintaining an accurate incident log.
- Coordinate simultaneous incidents across multiple sites without losing command of either.
- Hand over an ongoing incident cleanly between shifts without losing situational awareness.
Session 2Stand-Down, Debrief and Continuous Improvement
- Apply stand-down criteria that confirm a site is safe before normal operations resume.
- Run a structured debrief that captures decision points and timeline accuracy after an incident.
- Convert debrief findings into specific changes to procedures, staffing or technology.
- Track recurring incident types to target prevention effort where it has most impact.
04Centre Continuity, Reporting and Governance
2 sessions · 8 points
Session 1Business Continuity for the Operations Centre Itself
- Design a failover plan that transfers monitoring to a backup centre or remote analysts.
- Test failover arrangements on a schedule rather than assuming they will work when needed.
- Plan for loss of key systems such as network connectivity or the video management platform.
- Define minimum acceptable service levels during degraded or failover operation.
Session 2Performance Reporting and Governance
- Build a KPI dashboard covering response times, false alarm rates and incident outcomes.
- Present operations centre performance to executives in terms linked to business risk.
- Benchmark centre performance against comparable operations to identify improvement areas.
- Review governance arrangements, including access to footage and data retention practice.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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