Delta Air Lines — Atlanta, Georgia, United States
The Specialist – OCC Security Desk, is responsible for providing operational support within the OCC (Operations and Customer Center) during security related matters across the Delta system. The OCC Security Desk is a 24/7/365 operation that represents the Corporate Security Department and partners cross-divisionally to address and resolve real-time security issues within the operation.
The desk specialist assesses and coordinates real-time responses to threats towards customers, aircraft, employees, and facilities before communicating mitigation measures and impact to corporate security senior management and leadership across multiple divisions. The desk is staffed using multiple shifts. The position has routine interaction with all levels of management / senior leadership, members of government agencies, and various US and international aviation industry entities. The position researches passenger data in reservations and other internal systems, compiles security intelligence data for departmental use, creates written crew security briefs and advisories, notifies other security department staff of security incidents, notifies TSA (and host governments) of passenger watchlist matches, responds to incoming phone calls from stations and field personnel, responds to inbound calls from the TSA and other government departments, documents security incidents in department tracking application and generates periodic summaries of security incidents handled by the desk. Summary of responsibilities (not comprehensive of all tasks):
• Assess and mitigate “real time” security threats to Delta customers, properties & facilities, and employees. • Communicate “real time” security related incidents to Corporate Safety, Security and Compliance (CSSC) leadership. • Willing and able to work all shifts at the OCC Security Desk, when necessary, in support of a 24/7/365 operation. • Provide guidance and support to stations regarding all security issues, regulatory requirements, and security delays with a high degree of customer service and professionalism. • Lead member of the Security Conflict Team (SCT) and supporting role in the Customer Solutions Team (CST). Both teams partner with the OCC Duty Director, Ground Security Coordinators, dispatchers and crew to resolve security related issues / concerns and escalated customer service incidents. • Monitor global events and provide assessments of their impact to Delta’s operations. • Interacts with TSA, CBP, and law enforcement involving security related incidents. • Monitors and reports on TSA security checkpoint and CBP immigration situations. • Communicate VIP travel and deportee travel with TSA and affected stations. • Acts as a member of the Security Emergency Response Team as needed for aircraft accidents and security incidents. • Acts as a subject matter expert for Airport Customer Service Global Assistance Center regarding clearance of identified Secure Flight customers. • Gathers security incident report summaries from ACS, IFS, Flt Ops and Reservations. • Log daily activities and provides monthly reports as required. • Practices safety-conscious behaviors in all operational processes and procedures.
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