Operations Analyst - Aurora

Operations Analyst – CMC Support/ICC

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.

Key Responsibilities:

• 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.