Analyst , NOC

Analyst 3, NOC

Chamberlain Group (CG) is a global leader in intelligent access and a 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, Lift Master® 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 CG’s Connected Solutions platform. When troubles arise, the Analyst engages in proactive mitigation and troubleshooting. They are the first line responders who help deliver the highest uptime possible for the myQ and myQ Business Cloud IoT applications. Maintaining a low MTTR is the overarching goal.

• Document out-of-standard coverage gaps in NOC processes and propose continuous improvement recommendations to Shift Lead and Operations Manager.
• Participate in root cause analysis exercises.
• Serve as action‑item owner for permanent corrective actions from RCAs.
• Proactively monitor computer/network performance and operations to ensure the stability and security of data and services.
• Provide first response to alerts/alarms generated within monitoring systems according to SOPs.
• Deploy, configure, and manage monitoring systems in diverse environments (private data center, private cloud, public cloud).
• Manage trouble‑ticketing system (Pager Duty), ensure accurate information, create tickets in JIRA, and update status as platform behavior changes.
• Coordinate and collaborate with internal and external groups to identify and resolve issues affecting services/platform; provide communications and status updates during incidents.
• Lead training for new NOC technicians and Operations team members, mentoring them toward 24x7 on‑call readiness.
• Schedule and execute preventative maintenance on systems and equipment, including patching, firmware deployment, and customer device updates.
• Coordinate with QE resources to secure testing resources and plan scope for safe promotion to higher environments.
• Run all levels of Runbooks regardless of security level.
• Communicate clearly, both written and verbal.
• Comply with Information Security team requirements and ISO 27001 Security Roles, Responsibilities, and Authorities documents.
• Adhere to health and safety guidelines and ensure team compliance.
• Protect Chamberlain Group’s reputation by keeping information confidential.
• Maintain professional and technical knowledge through workshops, publications, networking, and professional societies.
• Contribute to team efforts and participate in projects as needed.

• Associate’s Degree in a technology discipline or Technical Vocational training, or 5+ years of NOC experience in a high‑availability service environment.
• 5+ years of experience in a NOC, SOC, or similar IT tech support role.

• Effective communication during Incident calls and following Incident Manager directions for mitigation and notification.
• Strong analytical skills.
• Experience with root cause analysis reporting or continuous improvement programs.
• Ability to correlate events observed in observability systems.

• Must be able to work in a 24x7 shift environment with schedule flexibility.
• Flexibility to meet corporate standards for remote, hybrid, and in‑office work locations; 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.

• BS or BA in a relevant field or equivalent technical vocational certification.
• Experience scripting repetitive tasks and process automation.
• Experience with AWS and/or Azure cloud technologies.
• Experience with graphical telemetry systems such as Grafana, Nagios, Solar Winds.
• Experience with root cause analysis workflows such as 8D, 5 Whys.
• Experience with Atlassian products.

The pay range for this position is $76,600.00 - $; base pay may vary based on location, education, training, and experience. In addition to base pay, a comprehensive benefits package and 401(k) contribution are offered. This position is eligible for a short‑term incentive plan subject to 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; 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.

NOTE:

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