Incident Analyst (Weekend Shift) (hybrid)

Date Opened: Oct 8, 2021

Location: Belfast, GB

Company: Allstate Insurance Company

Title: Incident Analyst (Weekend Shift) (hybrid)    

Ref: 8/10/IAW

 

About Us

 

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

 

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

 

Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight). Employees based in GB will be employed on a permanent remote working contract.

 

Join our team and you’ll find challenge and reward in a culture of innovation, support and balance. 

 

 

Location

 

Belfast

 

 

Your role in the team

 

The Incident Management Analyst works in the Enterprise Command Center (ECC) which focuses on facilitating incidents for Allstate's critical applications. The ECC's goal is to restore service to our users, agents, and customers as quickly as possible. The ECC is a 24x7 organization and the ECC Analyst works a designated shift working a variety of tasks related to monitoring, incident facilitation and communication. An ECC Analyst will be expected to operate independently for all incidents requiring minimal guidance or assistance.

 

  • Monitor system management consoles and respond to alerts (WAMWEB).
  • Verify the functionality of critical Allstate applications and infrastructure via diagnostic tools or manual validation when possible.
  • Facilitate ECC Rapid Response conference calls independently performing multiple roles including: Situation Leader, Scribe and Communications for low complexity incidents or non-user impacting incidents and facilitate higher complexity incidents with guidance and assistance.
  • Work with Application Support teams and the Allstate Technical Service Center (ATSC) to understand the impact of an incident and prioritize response appropriately.
  • Facilitate incident activities and ensure communications and escalations occur within agreed guidelines.
  • Learn and execute communication protocols in outage situations following the transactional escalation process.
  • Complete any assigned project work or tasks, often to improve ECC processes or documentation
  • Monitor change management scheduled events and calendar for pending changes.
  • Partner with Problem Management to ensure a smooth transition from Incident to Problem and fulfill any assigned Problem tasks.
  • Fulfill OneSight tasks related to enabling/disabling OneSight monitors, cancelling one-off downtimes, cancelling daily/weekly downtimes and adding downtime to OneSight Monitors/Groups
  • Perform User Acceptance Testing for changes to ECC tools and perform validation post implementation

 

 

 

 

Hours of work

 

  • Weekend Shift Saturday – Monday (3x13 hour shifts)
  • Flexibility to meet business needs as required;
  • Full time only.
  • Benefits include, set shift allowance and unsocial hours allowance

 

 

So, what are the essential criteria to apply?

 

  • All candidates must evidence an existing right to work in the UK
  • Up to 1 years experience in a related incident role and/or a IT related degree 
  • Excellent Communication Skills including listening, communicating via telephone and IM, retaining and relaying information, and writing reports.
  • Ability to communicate effectively with both technical and non-technical employees and with multiple levels of management, including officers.
  • Strong typing skills.
  • Understanding of foundation technology concepts including hardware, software, operating systems, types of servers (web, application, databases).
  • Strong problem solving and deductive reasoning skills.
  • Effectively work as part of a team, both locally and virtually.

 

 

 

We also have some desirable criteria

 

  • Excellent Communication Skills including listening, communicating via telephone and IM, retaining and relaying information, and writing reports.
  • Ability to communicate effectively with both technical and non-technical employees
  • Ability to communicate effectively with multiple levels of management, including officers
  • Strong typing skills
  • Understanding of foundational technology concepts including hardware, software, operating systems, types of servers (web, application, databases)
  • Strong problem solving and deductive reasoning skills.
  • Ability to adapt quickly, learn new processes and develop new skill sets.
  • Effectively work as part of a team, both locally and virtually (including international teams).
  • Self-motivated, self-sufficient and proactive.
  • Works well under pressure.

 

 

What we offer

 

As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.

 

Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.

 

We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.

 

We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.

 

Statement on Fair Employment and Equal Opportunities

 

Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

 

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

 

Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

 

 

The closing date for receipt of applications is Friday 22nd October