Command Center Analyst

W.R. Berkley Corporation•Wilmington, DE

44d

About The Position

The Command Center Analyst is a frontline operations role responsible for monitoring the health and performance of Berkley's enterprise IT environment in a 24x7x365 setting. This includes first-level triage of automation workflows, network infrastructure, backup and recovery systems, and core IT services. Analysts are expected to resolve incidents independently or escalate to appropriate teams, ensuring timely restoration and high-quality communication throughout. Tools used by this role will include monitoring applications, automation suites, network provisioning consoles, remote access tools, general productivity suites, and communication tools (such as Jabber, WebEx, Teams, etc.). This position requires knowledge of IT ticket management practices, the SDLC, change management, and IT security awareness while employing a customer service approach.

Requirements

3+ years of experience in IT operations or technical support.
Familiarity with IT ticketing systems, incident management, and change management processes.
Working knowledge of the Software Development Lifecycle (SDLC) and IT security best practices.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Bachelors Degree in Computer Science, Information Technology, Information Systems, or a related discipline. Equivalent experience and/or alternative qualifications will be considered.

Responsibilities

Deliver support across: Workflow Management, Network Operations Center (NOC), Infrastructure
Monitor and maintain enterprise systems and services using observability platforms such as SolarWinds, Grafana, and Sentinel.
Provide real-time systems monitoring, incident handling, and troubleshooting across complex technical environments.
Intermediate OS-level administration (Windows/Linux).
Application Support: Problem and error identification, escalation.
Perform user administration tasks (Add/Delete/Modify) on Windows and Linux systems.
Support backup and recovery operations and contribute to data protection efforts.
Execute data center tasks including walk-throughs, physical access monitoring, and security checks.
Create and maintain IT documentation for procedures and technical environments.
Demonstrate ability to self-train on emerging technologies and tools.
Collaborate effectively with peers, SMEs, and cross-functional teams.
Communicate clearly using modern collaboration platforms such as Microsoft Teams (including Teams Calling), WebEx, and Jabber.
Apply critical thinking, time management, and technical acumen to resolve issues efficiently.
Maintain a customer service-oriented approach in all interactions.