IT Incident Manager

Allstate is seeking an Incident Management Consultant to lead critical incident response within our Enterprise Command Center (ECC) supporting key insurance and financial systems. In this role, you will coordinate triage, root-cause analysis, and resolution across technology, security, and business teams, using ITIL-aligned best practices. You will refine incident processes, drive continuous improvement, and provide clear, timely communication to stakeholders and leadership. This hybrid role offers the chance to work in a collaborative, learning-focused culture while strengthening the resilience and reliability of Allstate's digital ecosystem.

Responsibilities

• Lead end-to-end incident management for critical insurance and financial systems within Allstate's enterprise command center (ECC).
• Coordinate triage, root-cause analysis, and resolution across technology, operations, and vendor teams.
• Monitor incident trends, perform post-incident reviews, and drive problem management and remediation plans.
• Develop and refine incident management processes, runbooks, and escalation paths aligned to ITIL best practices.
• Communicate incident status, business impact, and recovery progress to stakeholders and leadership in real time.
• Partner with security, infrastructure, and application teams to improve resilience, observability, and recovery times.
• Leverage monitoring, logging, and alerting tools to detect issues proactively and reduce mean time to resolution (MTTR).
• Provide on-call support coverage for major incidents and coordinate response during off-hours as needed.
• Prepare metrics, dashboards, and reports on incident performance and service reliability for continuous improvement.
• Coach teams on incident response practices and contribute to training and simulation exercises.

Required Skills

• IT incident management
• ITIL framework
• Root-cause analysis
• Problem management
• Enterprise monitoring and alerting tools
• Service
• Now or similar ITSM platforms
• Technical communication and stakeholder management
• Data analysis and reporting (SLAs/SLIs/SLOs/MTTR)
• Crisis coordination and escalation management
• Documentation and process design