Controller

Role Overview

This role sits at the nerve centre of a security and vehicle recovery operation, where every decision directly affects the safety of customers and the speed of emergency response. You will monitor live alarms, direct field crews, and manage the real-time movement of vehicles and personnel to ensure no incident goes unattended. By owning the shift from roll call to incident closure, you keep the entire response chain accountable and reliable.

Key Responsibilities

• Track and direct vehicle movement in real time, re-routing response units to priority incidents and ensuring no gaps in coverage.
• Respond to all customer calls and messages promptly, investigating concerns and following through until the customer confirms satisfaction.
• Run timed roll calls at the start of each shift and at key intervals to verify that every emergency response crew is present, equipped, and operationally ready.
• Generate daily summaries of alarm activations and system faults, then escalate faulty equipment to the technical department and follow up repeatedly until each issue is closed.
• Coordinate the immediate recovery of stolen or lost vehicles by sharing tracking data with field teams, law enforcement, and internal stakeholders.
• Log every event, dispatch decision, and customer interaction accurately to support incident reviews and improve future response times.
• Prioritise and escalate high-risk situations to on-call management or external authorities without delaying frontline action.

Requirements & Qualifications

• Diploma in Security Management or its equivalent, with at least KCSE C- as the minimum academic qualification.
• Hands-on experience in security operations, emergency dispatch, or vehicle recovery coordination within a control room environment.
• Strong situational awareness and the ability to make fast, clear-headed decisions when multiple incidents demand attention at once.
• Excellent radio and telephone communication skills, enabling calm and unambiguous instructions to field teams and customers.
• Working knowledge of alarm monitoring systems, GPS tracking platforms, and incident logging tools, or the ability to learn them quickly.
• Meticulous record-keeping habits and a natural inclination to follow up on unresolved faults until they are fully rectified.
• Flexibility to work rotating shifts, including nights, weekends, and public holidays, as emergency response is a 24/7 obligation.