Remote Incident Command Lead

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

Job summary

Allstate Insurance is actively seeking an Incident Management Consultant within the Enterprise Command Center (ECC) to manage major incidents, guide teams, and coordinate rapid response efforts across diagnostics, communication, and documentation. The role emphasizes strong leadership during outages and cross-functional collaboration to drive resolution.

The position requires 2+ years handling major incidents, solid ServiceNow and AI automation experience, and excellent communication skills

Qualifications

• Minimum 2 years 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 Artificial Intelligence (AI) and automation experience
• Experience collaborating and communicating across multiple areas
• Excellent Communication Skills including listening, communicating via large conference calls, phone & IM, retaining and relaying information
• 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 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
• 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 document, 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 different internal Project initiatives

Skills

Major incidents

Facilitation

ServiceNow

AI automation

Communication

Incident calls

Problem solving

Ownership

Tools

Power BI

MS Office

ServiceNow

Job description

Allstate Insurance is actively seeking an Incident Management Consultant within the Enterprise Command Center (ECC) to manage major incidents, guide teams, and coordinate rapid response efforts across diagnostics, communication, and documentation. The role emphasizes strong leadership during outages and cross-functional collaboration to drive resolution.

The position requires 2+ years handling major incidents, solid ServiceNow and AI automation experience, and excellent communication skills