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Command Center Manager

Command Center Manager

W.R. BerkleyWilmington, DE, US
30+ days ago
Job type
  • Full-time
Job description

Command Center Manager

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.

Responsibilities include :

  • 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.

Qualifications include :

  • 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.
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    Manager Command Center • Wilmington, DE, US