Lead Security Operations Center Operator

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes , which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com . Who are we hiring? Madison Square Garden Entertainment is seeking a Security Operations Center (SOC) Lead Operator to serve as the senior operational authority within the SOC during assigned shifts. This hands-on leadership role is responsible for leading a team of SOC Operators, providing real-time guidance, mentorship, and oversight to ensure the highest standards of incident identification, analysis, communication, and resolution. The ideal candidate is a proven leader who thrives in high-pressure environments, demonstrates exceptional critical thinking, and possesses the ability to make sound decisions under time constraints. The SOC Lead Operator acts as the primary point of escalation within the SOC and is responsible for ensuring effective communication of incident information to Security leadership and key business partners as appropriate. This position supports Madison Square Garden, the Beacon Theatre, Radio City Music Hall, The Chicago Theatre, corporate headquarters, and field venues as they prepare for, respond to, and recover from both crisis and non-crisis incidents. What will you do? Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site. Serve as the shift leader, primary p oint of escalation, and initial decision-maker for all SOC Operators on duty, providing real-time guidance on incident prioritization, triage, response protocols, and crisis containment. Oversee accurate monitoring of CCTV systems, access control platforms, alarm systems (video, door, and duress), and all security technology platforms during assigned shifts. Lead the SOC team in responding to life safety and security incidents (medical emergencies, natural disasters, active threats, etc.), coordinating the dispatch of security officers, Emergency Response Teams (ERT), facilities personnel, police, fire, and EMS; manage the answering of routine and emergency calls, ensuring timely and professional responses. Evaluate and classify incidents based on severity, potential business impact, and threat level, ensuring appropriate escalation to Security management and relevant business units (HR, IT, Public Relations, Legal, Facilities). Ensure comprehensive and accurate documentation of all communications, incidents, and events through established record-keeping systems and reporting tools. Conduct post-incident reviews with SOC Operators to identify lessons learned and recommend process improvements. Mentor, coach, and develop SOC Operators through hands-on training, performance feedback, and structured knowledge-sharing sessions; monitor operator performance and provide constructive guidance on communications, documentation, system utilization, and adherence to SOPs. Assist in the onboarding and training of new SOC Operators, ensuring proficiency in all systems, protocols, and communication standards. Support the development and refinement of SOC playbooks, standard operating procedures (SOPs), and runbooks in partnership with SOC management. Monitor social media tools and open-source intelligence platforms to identify threats and risks to the organization, its venues, emplo