Security Monitoring Operator (SOC) - San Juan PR

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The SOC Operator safeguards people, assets, and operations by monitoring, investigating, and coordinating responses to intrusion alarms, AI-based camera alerts, access control events, and live surveillance feeds within 24/7 operational environment. This role requires continuous situational awareness, sound judgement under pressure, validates alerts to minimize false positives, and coordinates timely response per established standard operating procedures (SOPs).
Primary Responsibilities:

• Monitoring & Response
  • Actively monitor intrusion alarms, AI video analytics alerts, access control events, and live VMS feeds for critical facilities
  • Maintain site operational awareness (maps, floor plans, alarm zones, camera layouts) to quickly orient on events
  • Triage and validate alerts to determine root cause using with associated camera views, badge/access logs, and prior incident history
  • Dispatch on-site security/guard force, facilities, or maintenance as appropriate; notify local law enforcement per escalation criteria and jurisdictional guidance
  • Stand up or join incident collaboration channels; capture incident timeline and actions
  • Escalate incidents appropriately based on severity, risk level, and established escalation protocols
• Reporting & Documentation
  • Create accurate incident reports, alarm tickets, and shift logs aligned to SOP/SLAs
  • Maintain chain-of-custody for evidence and ensure records are retained per policy and regulatory requirements
  • Contribute to daily shift briefs, handoffs, and post-incident after-action reviews (AARs)
  • Support audits and metrics reporting (acknowledgment time, validation rate, dispatch time, resolution time)
  • Follow all confidentiality, privacy, and regulatory requirements (e.g., HIPAA/PHI handling, data protection standards)
• Operational Readiness & Availability
  • Operate effectively in a 24/7 Security Operations Center environment, including nights, weekends, and holidays
  • Maintain a high level of alertness and professionalism during extended monitoring periods
  • Demonstrate flexibility and availability to support coverage needs during critical incidents, severe weather events, holidays, or other high-risk operational periods
  • Adhere to assigned schedules, shift rotations, and mandatory overtime requirements when operationally necessary
• Professional Conduct and Compliance
  • Exercise sound judgment, discretion, and professionalism always when handling sensitive or confidential information
  • Follow ethical standards and corporate security policies without exception
  • Maintain a calm, composed approach during high-stress or high-impact incidents
  • Collaborate effectively with internal teams (Corporate Security, Facilities, IT, Executive Protection) and external partners as needed

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• 1+ years of experience in a Security Operations Center, control room, emergency communications center, or 24/7 operational environment
• Solid triage, critical thinking, and decision-making skills under time pressure
• Clear, professional verbal/written communication; excellent incident documentation discipline
• Fluency in English and Spanish
• Ability to work rotating shifts (nights/weekends/holidays) and remain effective for long monitoring periods
• Demonstrated commitment to confidentiality and appropriate handling of sensitive information appropriately

Preferred Qualifications:

• Experience coordinating with Executive Protection, facilities, IT, and public safety partners
• Experience supporting enterprise level or multi-site security operations
• Exposure to performance metrics, SLAs, or compliance operational environments
• Familiarity with access control systems, badge event review, and alarm/video integration workflows
• Proficiency with intrusion alarm systems, VMS/CCTV, and AI-driven video analytics platforms

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.