Overall Job Description

The Alarms Controller Supervisor will be responsible for the day-to-day supervision of the Monitoring/Control Centre, ensuring that all alarm signals are monitored, processed, and responded to promptly and in accordance with company procedures. The role involves supervising alarm controllers, coordinating with response teams, maintaining accurate records, and ensuring high standards of service delivery to clients at all times.

Key Responsibilities

• Supervise and coordinate the activities of alarms controllers on all shifts
• Ensure all alarm activations are handled promptly and according to standard operating procedures.
• Enforce standard operating procedures and compliance with company policies
• Escalate incidents to response teams, technicians, and management as required
• Prepare duty rosters, manage shift handovers, and ensure adequate staffing
• Ensure accurate logging, reporting, and documentation of all incidents
• Train, mentor, and discipline alarms controllers where necessary
• Handle client inquiries, complaints, and incident follow-ups professionally
• Liaise with response teams, technicians, and management
• Any other duties as maybe assigned

Minimum Qualifications and Requirements

• Grade Twelve (12) Certificate
• Diploma in in Information Technology or equivalent
• Minimum of 3 years’ experience in an alarm monitoring or control room environment
• Supervisory or team-lead experience will be an added advantage
• Good communication, leadership, and decision-making skills
• Computer literate with basic reporting skills
• Ability to work shifts, including nights, weekends, and public holidays
• High level of integrity, reliability, and professionalism

• Supervise and coordinate the activities of alarms controllers on all shifts
• Ensure all alarm activations are handled promptly and according to standard operating procedures.
• Enforce standard operating procedures and compliance with company policies
• Escalate incidents to response teams, technicians, and management as required
• Prepare duty rosters, manage shift handovers, and ensure adequate staffing
• Ensure accurate logging, reporting, and documentation of all incidents
• Train, mentor, and discipline alarms controllers where necessary
• Handle client inquiries, complaints, and incident follow-ups professionally
• Liaise with response teams, technicians, and management
• Any other duties as maybe assigned

• Good communication, leadership, and decision-making skills
• Computer literate with basic reporting skills
• Ability to work shifts, including nights, weekends, and public holidays
• High level of integrity, reliability, and professionalism

• Grade Twelve (12) Certificate
• Diploma in in Information Technology or equivalent
• Minimum of 3 years’ experience in an alarm monitoring or control room environment
• Supervisory or team-lead experience will be an added advantage