Remote Incident Command Center Lead

Allstate Foundation; Illinois; Remote; USD 54,000 - 85,000; Full time

Job summary

Allstate is seeking an Incident Management Consultant within the Enterprise Command Center to handle complex major incidents and guide a team through resolution. The role emphasizes diagnostics, rapid response leadership, and cross-functional coordination.

Roles include four shift patterns; candidates should have 2+ years incident handling, ServiceNow experience, and strong AI/automation skills. This is a full-time position with competitive compensation.

Qualifications

• Minimum 2 years of experience handling major incidents to resolution.
• Strong facilitation skills with the ability to take control of major incident calls and keeping the teams focused on resolution.
• 1+ year of experience with ServiceNow or similar tool within an enterprise setting.
• Solid experience with MS Office Tools (Word, Excel, Outlook, OneNote, CoPilot, Teams, etc).
• Strong AI and automation experience.
• Experience collaborating and communicating across multiple areas.
• Excellent Communication Skills including listening, communicating via large conference calls, phone & IM.
• Demonstrate experience handling/participating in major incident calls.
• Strong problem solving and deductive reasoning skill.
• Expertise in leading major incident calls and drive 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.

Responsibilities

• Run diagnostics to determine validity of errors.
• Handle incident detection/situations and guide/coaching to other analysts.
• Act as a resource for all incident detection in the ECC.
• Lead rapid response calls and outages and drive calls to closure.
• Document all dialog during Rapid Response calls.
• Provide guidance on documents, interdependencies, and application details.
• Effectively lead and communicate during Rapid Response calls.
• Utilize IM, Email, and conferencing software to manage calls.
• Communicate regularly with all levels of leadership.
• Own/contribute to various internal project initiatives.

Skills

Major incident handling

Facilitation

AI & automation

Communication

Incident leadership

Attention to detail

Ownership

Cross-functional collaboration

Problem solving

Tools

ServiceNow

Power BI

MS Office

Job description

Allstate is seeking an Incident Management Consultant within the Enterprise Command Center to handle complex major incidents and guide a team through resolution. The role emphasizes diagnostics, rapid response leadership, and cross-functional coordination.

Roles include four shift patterns; candidates should have 2+ years incident handling, ServiceNow experience, and strong AI/automation skills. This is a full-time position with competitive compensation.