Incident Management Consultant, ECC - Remote

Overview

Incident Management Consultant within the Enterprise Command Center (ECC), handling complex major incident detection and situations and providing guidance and coaching to other team members.

What you'll do

• Run various diagnostics to determine validity of errors received
• Handle incident detection and situations and provide guidance and coaching to other analysts when required
• Operate as a resource for all incident detection in the ECC
• Lead 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 documentation, 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 and contribute to various internal project initiatives

What you'll need

• Minimum 2 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
• Solid experience with 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 and IM, retaining and relaying information
• Demonstrated experience handling or participating in major incident calls
• Strong problem solving and deductive reasoning skills
• Expertise in leading major incident calls and driving teams to remain focused on resolution
• Extreme attention to detail with a high level of oral and written communication
• Strong sense of accountability with a demonstrated willingness to take ownership of tasks, projects, and outcomes

Nice to have

• 1+ year of experience with ServiceNow or similar tool within an enterprise setting
• 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, Reporting Skills using ServiceNow and Power BI

Details

• Location: Remote, USA (IL)
• Shift Role 1: Monday to Thursday, 2:30 PM to 12:30 AM CT
• Shift Role 2: Friday to Sunday, 10:30 AM to 11:30 PM CT
• Shift Role 3: Monday to Friday, 6:00 AM to 2:00 PM CT
• Multiple positions available
• No supervisory responsibilities
• Compensation: $53,500.00 to $84,625.00 annually, based on experience and qualifications
• Background investigation required
• Allstate generally does not sponsor individuals for employment-based visas for this position