Operations Analyst

Johnson Controls•Aurora, CO

11d•Hybrid

About The Position

The Operations Analyst is responsible for providing Level 1 technical and operational support for MasterMind applications and service platforms supporting Fire & Security Monitoring, Managed Access, and Hosted Video services across the United States, Canada, Australia, and New Zealand. This role focuses on monitoring operations, incident response, troubleshooting, technical support, and customer service to ensure continuous system availability and service reliability. While the title is Operations Analyst, this role is primarily focused on technical support, monitoring operations, incident management, and customer support, and is not a Systems Analyst, Business Analyst, Software Development, or Project Management position.

Requirements

U.S. Citizen.
Minimum of 2 years of experience supporting MasterMind Business and/or Monitoring applications.
Working knowledge of IT systems, technical troubleshooting methods, and security monitoring solutions.
Strong problem-solving skills and ability to prioritize work effectively.
Excellent verbal and written communication skills with both technical and non-technical audiences.
Ability to work independently and make sound decisions in a 24/7 operations environment.

Nice To Haves

3+ years of experience in technical support, service desk, help desk, monitoring center, NOC, telecommunications support, or call center environments.
Experience supporting monitoring, security, alarm, or managed service platforms.
Proficiency with Microsoft Office applications.
Strong analytical and troubleshooting skills.

Responsibilities

Provide Level 1 support for MasterMind applications and service platforms, including Fire & Security Monitoring, Managed Access, and Hosted Video services.
Monitor system and service performance and respond to incidents impacting customers and operations.
Troubleshoot application, device, circuit, and connectivity issues affecting customer services.
Coordinate with technicians, vendors, and internal support teams to diagnose and resolve technical issues.
Escalate incidents as appropriate to support service uptime and operational continuity.
Document incidents, troubleshooting activities, service requests, and customer communications accurately and completely.
Follow established operating procedures and support processes.
Deliver a high level of customer service while managing multiple priorities in a fast-paced support environment.