Incident Management Consultant I

Allstate Private Limited; Belfast City District; Hybrid; GBP 48,000 - 68,000; Full time

Benefits offered by this job

Corporate bonus scheme

Pension scheme

Annual performance-related pay reviews

Life assurance and income protection

Flexible working options

Hybrid working

Private medical and dental insurance

Employee assistance programme

Discounted gym membership

Two paid volunteering days each year

Cycle to work scheme

Job summary

Allstate NI, Allstate's European Digital Centre of Excellence in Belfast, is seeking an Incident Management Consultant to coordinate major incident responses within the Enterprise Command Center. You will lead rapid response calls, diagnose issues, and guide team members through complex incidents while liaising with leadership and technical peers.

The role supports hybrid working, a product-driven tech environment, and ongoing professional development opportunities through training and mentoring.

Qualifications

• Legal right to work in the UK.
• Minimum 2 years of experience handling major incidents to resolution.
• Strong experience with ServiceNow and MS Office tools.
• AI and automation experience.

Responsibilities

• Run diagnostics to determine validity of errors.
• Lead rapid response calls and outages to closure.
• Document dialog during Rapid Response calls.
• Provide guidance on documents, interdependencies, and application details.
• Communicate with leadership and cross-functional teams.
• Utilize IM, Email and conferencing tools to manage Rapid Response calls.
• Support incident detection in the ECC and coach colleagues.

Skills

ServiceNow

MS Office

AI & automation

Incident management

Communication

Major incident calls

Tools

Power BI

Job description

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.

Your role in the team

The Incident Management 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.

These positions are available with four different shift patterns, including:

• Role 1: Saturday, Sunday, Monday (5:00am – 6pm)
• Role 2: Monday, Tuesday, Wednesday, Thursday, Friday (12pm - 8pm)

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 documents, 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 internal Project initiatives

Essential Skills:

• All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy
• A minimum of 2 years of experience handling major incidents to resolution
• Strong experience with ServiceNow and MS Office Tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc)
• Artificial Intelligence (AI) and automation experience
• Experience communicating via large conference calls, phone & IM, retaining and relaying information
• Track record of handling/participating in major incident calls

Desirable Skills:

• Experience working within 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, Power BI

Supervisory Responsibilities

This job does not have supervisory duties.

Job Posting End date: Monday 5th October 11:59pm

#LI-TR3

Skills

Coaching, Communication, Critical Incident Management, Documentations, Incident Analysis, Incident Coordination, Incident Handling, Incident Management, Incident Management Process, Incident Management Systems, Incident Resolution, Incident Response, ITIL Incident Management, IT Incident Management, Major Incident Management

Shape the Future of Insurance with Cutting-Edge Tech and a People-First Culture

Why join us?

Allstate NI is proud to be Allstate’s European Digital Centre of Excellence, a hub for innovation and engineering excellence. We’re recent winners of Best Place to Work in IT (100+ employees) and Best Use of Cloud Services at the Belfast Telegraph IT Awards, and we’ve been recognised for our community and sustainability impact with Platinum in the Northern Ireland Environmental Benchmarking Survey.

We’re a product-driven, cloud-first organisation delivering real outcomes through modern technology, a digital product-centric talent model, and a culture rooted in engineering excellence. Our teams work in cross-functional structures, guided by an outcome-based delivery approach that accelerates speed, agility, and value.

We also invest in you. At Allstate NI, your career growth matters. You’ll have access to our Continuous Learning Hub, designed to support skills development and professional advancement through tailored learning paths, certifications, and mentoring opportunities. Whether you’re deepening technical expertise or exploring leadership roles, we provide the tools and support to help you thrive.

What do you get in return?

As well as receiving a competitive annual salary, our reward package includes:

• Corporate bonus scheme
• Pension scheme
• Annual performance-related pay reviews
• Life assurance and income protection
• Flexible working options
• Hybrid working
• Private medical and dental insurance
• Access to an employee assistance programme
• Discounted gym membership
• Two paid volunteering days each year
• Cycle to work scheme

Be part of a high-performing, socially responsible organisation where your work has purpose, and your growth is supported every step of the way.