Analyst 3, NOC

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.

Job 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.

Job 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

Knowledge, Skills, and Abilities:

• 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

Other:

• 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

Preferred Job Requirements:

• 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

Knowledge, Skills, and Abilities:

• 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

The pay range for this position is $76,600.00 - $144,700.00; base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.  

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.