Operations Command Center Supervisor

Berkshire Hathaway Homestate Companies, Workers Compensation Division, has an immediate opening for an Operations Command Center Supervisor to oversee the daily operations of the Operations Command Center (OCC) during their assigned shift. This individual will be responsible for managing a team of OCC engineers, ensuring all systems are monitored, incidents are handled promptly, and critical communications are maintained across the organization. The OCC Supervisor is expected to maintain a high level of service availability and network performance by implementing best practices in incident management, escalation processes, and resource allocation.

Must be available for rotating shifts, including nights, weekends, and holidays.

May require occasional on-call support and the ability to work overtime during critical incidents or peak periods.

KEY RESPONSIBILITIES

• Supervises and leads a team of OCC Engineers during an assigned shift to ensure continuous monitoring of network systems, servers, applications, and infrastructure.
• Ensures the OCC is adequately staffed during the shift - manages scheduling, shift changes, and coverages for breaks.
• Provides guidance, training, and support to OCC Engineers, fostering a collaborative and efficient working environment.

• Oversees the identification, categorization, and resolution of incidents and service disruptions, ensuring adherence to established incident management processes.
• As as the primary point of escalation for complex or critical incidents, coordinating with internal and external stakeholders to facilitate rapid resolution.
• Ensures proper documentation of incidents, including root cause analysis and post-incident reviews, to continuously improve response strategies.

• Maintains clear and effective communication channels with other shifts, departments, and management to ensure seamless handovers and continuity of operations.
• Regularly updates Senior Management on the status of operations, ongoing incidents, and any potential risks to service availability.
• Coordinates with third-party vendors, service providers, and other external partners as necessary to address and resolve incidents.

• Monitors network and system performance metrics, identifying trends, anomalies, and potential issues before they escalate.
• Generates and analyzes performance reports, providing insights and recommendations to improve network reliability and efficiency.
• Ensures all monitoring tools and systems are functioning correctly, escalating issues as needed.

• Contributes to the continuous improvement of OCC processes and procedures, including updating documentation, optimizing workflows and implementing automation where appropriate.
• Leads or participates in projects aimed at enhancing the OCC's capabilities, such as new tool implementations, process re-engineering, or staff training initiatives.

• Ensures that all operations within the OCC are conducted in compliance with organizational policies, industry standards, and regulatory requirements.
• Works with the Security team to monitor and respond to security incidents, ensuring that proper protocols are followed to protect the organization's infrastructure.

• Conducts regular performance reviews and provides constructive feedback to OCC Engineers, identifying areas for development and growth.
• Promotes a culture of continuous learning and improvement within the team, encouraging knowledge sharing and professional development.

• Education: Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of professional development (certifications) and experience, required.
• Certifications: Relevant certifications such as CCNA, ITIL, and/or CompTIA Network+ highly preferred.
• Experience: Minimum of 5 years of experience in an OCC or similar operations environment, with a minimum of 2 years in a supervisory or lead role, required.

• Strong understanding of network infrastructure, server administration, and monitoring tools (e.g., SolarWinds, Nagios, etc.)
• Familiarity with incident management frameworks (e.g., ITIL) and best practices.
• Proficiency in troubleshooting complex network and system issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.

• Modernized Historical Setting in East Sacramento
• Free Lot Parking
• Paid Time Off
• Paid Holidays
• Retirements Savings Match
• Group Health Insurance (Medical, Dental, and Vision)
• Life and AD&D Insurance
• Long Term Disability Insurance
• Accident and Critical Illness Insurance
• Flexible Savings Accounts
• Paid Community Volunteer Day
• Employee Assistance Program
• Tuition Reimbursement Program
• Employee Referral Program
• Diversity, Equity and Inclusion Program

ABOUT US

With more than 50 years in business, BHHC has grown from a regional organization to a national insurance group, offering insurance products from coast to coast. Relationships are the cornerstone of our culture, and we believe in doing the right thing. That means we invest in our business in every way possible to deliver on our mission and demonstrate that people are what powers our success. Our commitment to financial strength and integrity means our customers can rest assured that we will be there when it counts.

At BHHC we embrace diversity and foster an environment where our people can be their authentic selves. Our differences make us stronger and better together, which fosters a harmonious workplace—something we truly value. We’ve created an approachable and collaborative atmosphere. Here you’ll find a welcoming workplace where everyone can feel valued, supported, and inspired to do great work. Together, we raise the bar by being curious, remaining customer-focused, and operating with integrity.