Incident Management Senior Consultant I

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Incident Management Senior Consultant I handles complex incident situations and provides guidance and coaching to lower level analysts. This role monitors the health of the infrastructure and makes timely decisions to ensure optimal network performance and organizational productivity. This role is also responsible for timely escalations to support groups to quickly and efficiently restore services when outages occur.

The Incident Management Senior Consultant within the Enterprise Command Center (ECC) handles complex major incident detection/situations and provides guidance/coaching to other team members. They possess a fundamental knowledge of priority applications and can tie multiple application incidents together if applicable.

• This position is for our Weekday Second Shift Team (US) from 2:30pm-12.30am CST Monday-Thursday.

Key Responsibilities:

• Run various diagnostics to determine validity of errors received
• Handle incident detection/situations and provide guidance/coaching to other analysts when required
• Operate as a resource for all incident detection in the ECC
• Handle all types of rapid response calls and outages and drive calls to closure
• Document all dialog during a Rapid Response call
• Provide guidance to team members regarding document, interdependencies, and application details
• Effectively lead and communicate during Rapid Response calls
• Utilize Instant Messaging, Email, and conferencing software to manage Rapid Response calls
• Communicate regularly with all levels of leadership
• Own/contribute to various different internal Project initiatives

Essential Skills:

• Minimum 3 years of experience handling major incidents to resolution
• Strong facilitation skills with the ability to take control of major incident calls and keeping the teams focused on resolution
• Strong experience with ServiceNow and MS Office Tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc)
• Strong Artificial Intelligence (AI) and automation experience
• Experience collaborating and communicating across multiple areas
• Excellent Communication Skills including listening, communicating via large conference calls, phone & IM, retaining and relaying information
• Demonstrate experience handling/participating in major incident calls
• Strong problem solving and deductive reasoning skills 

Candidates should able be able to demonstrate a high level of the following: 

• Ability to lead major incident calls and drive teams to remain focused on resolution
• Attention to detail
• Oral and written communication
• Accountability, willingness to take ownership of tasks/projects

Desirable Skills: 

• Incident Command System (ICS), Incident Investigations, Incident Management, Incident Reporting via ServiceNow and Power BI, Incident Resolution, Incident Response, Incident Response Operations, Incident Tracking Software, Intrusion Detection and Rapid Response
• Bachelor's Degree
• Reporting Skills using ServiceNow, Power BI

Skills

Accountability, Collaboration, Communication, Incident Command System (ICS), Incident Investigations, Incident Management, Incident Reporting, Incident Resolution, Incident Response, Incident Response Operations, Incident Tracking Software, Leadership, Problem Solving, Quick Thinking, Reporting

Compensation

Compensation offered for this role is 60,000.00 - 97,125.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.

To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Please also have a Valid Photo Identification available at the start of your interview.  If you require any accommodations or have questions ahead of your interview please reach out to your recruiter.

Note: Internal candidates are only asked to join on video; a Valid Photo Identification is not needed for the interview.