Description :

Analyst OnGuard Access Control & Genetec Security Center.

Job Title : Business Support Analyst.

Position : Experienced Associate.

Location : Hyderabad/ Bangalore, India.

Minimum Degree : Bachelors Degree.

Job Summary :

We are seeking an experienced and technically proficient Analyst to support our enterprise security systems, specifically Lenel OnGuard Access Control and Genetec Security Center platforms.

This role is part of a global support team responsible for access control, CCTV system operations, application maintenance, and hardware coordination across multiple sites.

The ideal candidate brings a balance of technical hands-on skills, end-user support experience, and effective collaboration with infrastructure, vendors, and security stakeholders.

Scope of Responsibilities :

- Access Control & CCTV Support

- Provide round-the-clock support for OnGuard and Genetec systems.

- Manage application issues, hardware coordination, system patching, and upgrades.

- Respond to and resolve incidents and service requests related to access and surveillance systems.

- Application Management & EUC (End-User Computing) Support

- Handle alarm configuration and panel troubleshooting.

- Triage and manage SaaS-based support tickets (e.g., ServiceNow).

- Deliver user onboarding, training, and documentation on security tools and procedures.

- Genetec CCTV Services

- Mange user accounts, camera configurations, and system health monitoring.

- Troubleshoot both software and hardware-related CCTV issues.

- Support periodic firmware and software patching across Genetec environments.

- Control Systems Hardware Support

- Conduct remote programming and testing of access control hardware (panels, readers, controllers).

- Coordinate with third-party vendors for hardware repair, installation, or replacement.

- Work with infrastructure teams to ensure network and server connectivity for physical security devices.

Key Deliverables :

- Accurate and timely report generation on system usage, incidents, and SLA performance.

- Root cause analysis (RCA) for recurring or major incidents.

- Access control and CCTV hardware configuration documentation and audit logs.

- Scheduled application patching, server maintenance, and vulnerability remediation reports.

- Support logs and handover documents for shift or escalation management.

Required Skills & Qualifications :

- 3 to 5 years of hands-on experience in access control and CCTV system support.

- Certifications in Lenel OnGuard and Genetec Security Center (required).

- Experience in end-user support, training, and documentation.

- Proficient in SaaS ticketing systems (e.g., ServiceNow, Jira).

- Competency in reporting tools, scripting (e.g., Excel macros, PowerShell, or Python).

- Demonstrated ability to work with third-party vendors and internal IT/infrastructure teams.

- Understanding of network connectivity and server infrastructure relevant to physical security systems.

Preferred Skills :

- Familiarity with regulated environments (e.g., healthcare, pharma, manufacturing).

- Experience in access governance or physical security audits.

- Basic knowledge of cybersecurity and its intersection with physical security.