Company URL: https://www.berkleytechnologyservices.com/                                        

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand but proactively plan for the “What’s Next” in our industry and beyond.

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.

The Command Center Manager oversees 24x7x365 operations of Berkley’s data centers, ensuring maximum uptime, performance, and security across infrastructure systems including power, cooling, networking, and server hardware. This role leads a team of Level I and II Analysts across multiple shifts, driving incident response, SLA adherence, and operational excellence.

• Lead and manage round-the-clock Command Center operations and staff.
• Assign workloads, manage shift coverage, and escalate resource needs.
• Oversee incident management, ticketing, and customer communications.
• Monitor enterprise infrastructure, applications, and data center systems.
• Collaborate with SRE teams to improve monitoring and automation.
• Maintain accurate documentation of processes and procedures.
• Manage escalations and provide executive-level updates.
• Coach and develop team members; hire and onboard new staff.
• Standardize and improve operational processes.
• Lead and support cross-functional projects.
• Track and report KPIs, SLAs, and system performance metrics.
• Identify and resolve recurring/systemic issues.
• Provide 24/7 on-call support as needed.

• 5+ years in a leadership role within a 24x7x365 data center, NOC, or SOC.
• Proven ability to lead in high-pressure, fast-paced environments.
• Strong communication skills; able to simplify complex technical concepts.
• Skilled in prioritization, workload management, and operational efficiency.
• Experience with enterprise monitoring tools (e.g., SolarWinds, Viavi, Dynatrace).
• Background in IT operations and familiarity with SRE principles.
• Demonstrated success in team development, coaching, and conflict resolution.
• Experience in reporting metrics, identifying automation opportunities, and optimizing tooling.
• Strong organizational and project management skills.
• Effective communicator across technical and executive audiences.