Major Incident Response Lead

Allstate; United States; Remote; USD 54,000 - 85,000; Full time

Job summary

Allstate is seeking an Incident Management Consultant for the Enterprise Command Center (ECC) to handle complex major incident detection and provide coaching to team members. The role involves leading rapid response calls, diagnostics, and coordinating across multiple applications to drive incidents to closure.

The position requires 2+ years in major incident management, strong communication skills, and experience with ServiceNow and AI/automation.

Qualifications

• Minimum 2 years of experience handling major incidents to resolution.
• Strong facilitation skills with the ability to take control of major incident calls.
• Experience with ServiceNow or similar enterprise tool (preferred).
• Solid experience with MS Office Tools (Word, Excel, Outlook, OneNote, Teams).
• Strong AI and automation experience.
• Excellent communication across multiple areas and leadership levels.

Responsibilities

• Run diagnostics to determine validity of errors.
• Lead rapid response calls and drive resolution.
• Act as a resource for incident detection in the ECC.
• Document dialogue during Rapid Response calls.
• Guide team on interdependencies and application details.
• Communicate with leadership regularly.
• Own or contribute to internal project initiatives.

Skills

Major incidents

Facilitation

ServiceNow

MS Office

AI & automation

Communication

Incident management

Documentation

Tools

ServiceNow

Power BI

MS Office Tools

Job description

Allstate is seeking an Incident Management Consultant for the Enterprise Command Center (ECC) to handle complex major incident detection and provide coaching to team members. The role involves leading rapid response calls, diagnostics, and coordinating across multiple applications to drive incidents to closure.

The position requires 2+ years in major incident management, strong communication skills, and experience with ServiceNow and AI/automation.