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. Required Qualifications: - 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. - 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. - 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).