Operations Analyst

Position Summary

The Operations Analyst is responsible for providing Level 1 technical and operational support for Master Mind 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.

• Provide Level 1 support for Master Mind 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.

• U.S. Citizen.
• Minimum of 2 years of experience supporting Master Mind 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.

• 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.
• Experience in Technical Support Service Desk or Help Desk Support, Monitoring Center Operations, Security Monitoring, NOC (Network Operations Center) Support, Telecommunications Support, Customer Technical Support, Incident Management.

As an Operations Analyst, you will play a critical role in supporting the platforms and services that help protect customers and ensure uninterrupted monitoring operations around the clock. You'll work with a collaborative team dedicated to delivering reliable service and exceptional support across a global customer base.

HIRING HOURLY RANGE: $23.08 - $30 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

To view more information about your equal opportunity and non‑discrimination rights as a candidate, visit EEO is the Law.

If you are an individual with a disability and you require an accommodation during the application process, please visit here.