Command Center Analyst

Company Details

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. Come join us as we push forward into the future of industry leading technological solutions.

The Company is an equal employment opportunity employer.

The Command Center Analyst is primarily responsible for the monitoring of the health of the IT environment. In addition, this position functions in a role of 1st level triage for automation processes, network, backup & recovery, and basic infrastructure. This support is driven by procedures and runbooks, and the Analyst manages incidents to conclusion, frequently engaging escalation resources outside of the team to resolve breakage and outage situations while working independently with a high level of accuracy on routine tasks.

• Monitor and maintain systems in a 24x7x365 highly available production environment.
• Provide systems monitoring, reporting, incident handling, and troubleshooting of complex technical environments.
• Perform workflow management support, OR NOC support (NPM monitoring, network escalations), OR infrastructure support (basic OS level administration), OR application support (problem and error identification and escalation).
• Perform first level triage and support using SOPs and runbooks.
• Provide basic backup & recovery support.
• Navigate monitoring tools such as Solar Winds, Viavi, and App Dynamics.
• Perform user administration (add/delete/modify) on Windows and Linux.
• Perform data center tasks including walk-throughs, physical access to the data center, and physical security monitoring.
• Complete basic IT documentation on procedures and technological environments.
• Self-train on new technologies.
• Collaborate with peers and team members.
• Demonstrate customer service orientation.
• Demonstrate time management, critical thinking, and technical aptitude.

• A minimum of 3 years working in a structured IT support environment.
• A minimum of 1 year of experience with backup & recovery tools.
• A minimum of 2 years of experience with SDLC.
• A minimum of 3 years of experience in customer service.
• Experience with automation tools > 1 year OR experience with NOC utilities > 1 year OR application support > 1 year.
• Action oriented, actively learning, flexible, and demonstrating personal ownership.
• Strong critical thinking and technically astute.

• Bachelor’s degree.
• Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience.

• Primary location Wilmington, DE.

Sponsorship not Offered for this Role