Senior Incident Management Consultant

Job Description:

• Handle complex incident situations and provide guidance and coaching to lower-level analysts
• Monitor infrastructure health and make timely decisions to ensure optimal network performance and organizational productivity
• Escalate incidents to support groups to restore services quickly and efficiently during outages
• Detect and manage complex major incidents within the Enterprise Command Center
• Run diagnostics to determine the validity of reported errors
• Operate as a resource for incident detection in the ECC
• Handle rapid-response calls and outages and drive calls to closure
• Document all dialogue during rapid-response calls
• Provide guidance on documentation, interdependencies, and application details
• Lead and communicate effectively during rapid-response calls
• Use instant messaging, email, and conferencing software to manage rapid-response calls
• Communicate regularly with all levels of leadership
• Own or contribute to internal project initiatives

Requirements:

• Minimum 3 years of experience handling major incidents to resolution
• Strong facilitation skills with the ability to take control of major incident calls and keep 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 and communicating via large conference calls, phone, and IM
• Experience handling/participating in major incident calls
• Strong problem-solving and deductive reasoning skills
• Ability to lead major incident calls and drive teams to remain focused on resolution
• Attention to detail
• Oral and written communication skills
• Accountability and willingness to take ownership of tasks/projects
• Bachelor's Degree (desirable)
• Background investigation required
• Allstate generally does not sponsor individuals for employment-based visas for this position
• Dedicated, private home workspace free from distractions
• Reliable internet with minimum speeds of 50 MB download and 5 MB upload

Benefits:

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse
• Monthly connectivity reimbursement for employees eligible to work from home