Remote Major Incident Commander – Rapid Response

Allstate Insurance Co.; Illinois; Hybrid; USD 54,000 - 85,000; Full time

Job summary

Allstate Insurance Co. is seeking an Incident Management Consultant to handle complex major incidents within the Enterprise Command Center.

You will guide and coach analysts, tie multiple incidents together and drive rapid response calls to closure, across a range of shift patterns. The role requires proven incident leadership, strong communication skills, and experience with ServiceNow and AI automation to improve resolution times and cross-functional collaboration.

Qualifications

• Minimum 2 years of experience handling major incidents to resolution.
• Strong facilitation skills to take control of major incident calls and focus on resolution.
• 1+ year of experience with ServiceNow or similar tool within an enterprise setting.
• Excellent written and verbal communication across multiple leadership levels.
• Solid problem solving and deductive reasoning abilities.
• Experience applying AI and automation in incident response.

Responsibilities

• Run diagnostics to determine validity of errors in incidents.
• Handle incident detection and provide guidance to analysts when required.
• Operate as a resource for all incident detection within the ECC.
• Lead rapid response calls and outages and drive calls to closure.
• Document all dialogue during Rapid Response calls.
• Coordinate with teams regarding interdependencies and application details.
• Communicate effectively with leadership during incidents.
• Contribute to internal project initiatives related to incident management.

Skills

Major incident management

Facilitation skills

ServiceNow

MS Office Tools

AI and automation experience

Cross-functional collaboration

Communication skills

Incident command experience

Attention to detail

Tools

ServiceNow

Power BI

MS Office

Job description

Allstate Insurance Co. is seeking an Incident Management Consultant to handle complex major incidents within the Enterprise Command Center.

You will guide and coach analysts, tie multiple incidents together and drive rapid response calls to closure, across a range of shift patterns. The role requires proven incident leadership, strong communication skills, and experience with ServiceNow and AI automation to improve resolution times and cross-functional collaboration.