Senior Incident Management Consultant

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Manage intricate incident scenarios and offer guidance and mentorship to junior analysts.

• Oversee infrastructure health and make prompt decisions to ensure peak network performance and organizational efficiency.

• Elevate incidents to support teams to swiftly and effectively restore services during outages.

• Identify and manage significant complex incidents within the Enterprise Command Center.

• Conduct diagnostics to verify the accuracy of reported issues.

• Act as a resource for incident detection in the ECC.

• Address rapid-response calls and outages, driving them to resolution.

• Record all communications during rapid-response calls.

• Offer guidance on documentation, interdependencies, and application specifics.

• Lead and communicate proficiently during rapid-response calls.

• Utilize instant messaging, email, and conferencing tools to manage rapid-response calls.

• Engage regularly with leadership at all levels.

• Take ownership or contribute to internal project initiatives.

⛳️ Requirements

• At least 3 years of experience resolving major incidents.

• Strong facilitation capabilities with the ability to manage major incident calls and keep teams focused on resolution.

• Extensive experience with ServiceNow and MS Office tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc.).

• Robust experience in Artificial Intelligence (AI) and automation.

• Experience in collaborating and communicating across various departments.

• Excellent communication skills, including effective listening and interaction during large conference calls, phone calls, and IM.

• Experience in managing or participating in major incident calls.

• Strong problem-solving and deductive reasoning abilities.

• Capacity to lead major incident calls and guide teams toward resolution.

• Attention to detail.

• Proficient oral and written communication skills.

• Accountability and a readiness to take ownership of tasks/projects.

• Bachelor’s Degree (preferred).

• Background investigation is mandatory.

• Allstate typically does not sponsor individuals for employment-based visas for this role.

• A dedicated, private home workspace that is free from distractions.

• Stable internet connection with minimum speeds of 50 MB download and 5 MB upload.

🏝️ Benefits

• Comprehensive technology package, including a laptop, monitors, headset, keyboard, and mouse.

• Monthly connectivity reimbursement for employees eligible to work from home.