Analyst 3, NOC

Chamberlain Group•Oak Brook, IL

3d•Hybrid

About The Position

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. This role is in charge of monitoring critical network and software systems for CGI’s Connected Solutions platform and when troubles arise they engage in proactive mitigation and troubleshooting. Those in this position are the first line responders working to deliver the highest uptime possible for the myQ and myQ Business Cloud IoT applications. Maintaining a low MTTR is the overarching goal. The position works regularly with other members of the Operations team as well as with developers, QA testers, Customer Support/Call Center and business stakeholders. This role will also be recommending changes to the monitoring and incident response instructions and documentation packages. The Operations Center runs seven (7) days a week and team members will be working a scheduled 8 or 10 hour shift. Occasional overtime may be required depending on the needs of the organization. Work hours vary depending on the needs of their company and shift scheduling requirements to allow for equitable sharing of weekday, weekend and holiday period shifts. Sitting for long periods of time is required for this role.

Requirements

Associate’s Degree in a technology discipline or Technical Vocational training. May substitute 5 years of NOC experience from another company offering highly available services to end consumer markets
5+ years of experience in a NOC, SOC or similar IT tech support role
Ability to efficiently communicate during Incident calls and to follow the directions of the Incident Manager pertaining to completing mitigation and notification tasks.
Strong analytical skills
Root cause analysis reporting or continuous improvement program participation
Ability to draw correlation from the sequence of events observed in the observability systems
Must be able to work in a 24x7 shift environment with a flexibility to work diverse schedules
Flexibility in meeting corporate standards as it pertains to the 3 potential work locations of remote, hybrid and in-office. Requirements may change over time
Travel may be required for training or conference attendance
Sitting for long periods of time is required for this role
Working knowledge of computer hardware and software technologies, including workstations and servers running Linux & Microsoft operating systems; a general understanding of the TCP/IP model, including DHCP, DNS, subnets, routing, and network design
Ability to resourcefully troubleshoot and mitigate complex issues in diverse technology environments

Nice To Haves

BS or BA preferred or equivalent technical vocational certification
Scripting of repetitive tasks and process automation experience is a plus
Experience working with AWS and/or Azure cloud technologies is a plus
Experience in working with and conducting analytic tasks in graphical telemetry systems such as Grafana, Nagios, Solar Winds.
Experience in working with root cause analysis workflows such as 8D, 5 Whys
Experience in working with Atlassian products

Responsibilities

Document the out-of-standard and coverage gaps of the existing processes in the NOC process and procedures; suggest to Shift Lead and Operations Manager the change recommendations to improve continuously
Participate in root cause analysis exercises
Serve as action item owner for permanent corrective action findings from RCAs
Proactively monitor and computer/network performance and operations to ensure the stability and security of the data and services provided to our customers
Provide first response to alerts/alarms generated within the various monitoring systems according to the established Standard Operating Procedures (SOPs)
The deployment, configuration and management of monitoring systems in complex and diverse environments (i.e. private data center, private cloud, public cloud)
Manage trouble-ticketing system (Pager Duty) ensuring accurate and up-to-date information; create tickets in the team/tribe JIRA boards and provide status updates and comments as changes in platform behavior are observed
Coordinate and collaborate with internal and external groups to help identify and resolve issues affecting the services/platform; provide communications and status updates during an incident or event
Lead training new NOC technicians and new Operations team members. This includes access to the pertinent tools used and helping them familiarize themselves with all processes and procedures. The end goal being to mentor the NOC techs and to ready the on-calls for their eventual inclusion in the 24x7 on-call schedule.
Schedule, coordinate and execute preventative maintenance on systems and equipment, including patching, deployments of new firmware or software; execute updates to customer device firmware
Coordinate with QE resources to secure testing resources and test plan scope coverage in order to ensure safe promotion to higher environments of the patched systems or service components
Exhibit knowledge and understanding to be able to run all levels of Runbooks regardless of their security level
Strong communication skills, both written and verbal
Responsible for complying with the security requirements set forth by the Information Security team and the established ISO 27001 Security Roles, Responsibilities, and Authorities Document found in the ISMS Document Library
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.