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Job Details

Location

Belfast, Northern Ireland

Closing Date

2019-11-15 23:50:00

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ECC Incident Lead

  • Think Technology- Think Allstate

    We build solutions that touch 16 million customers on a daily basis.

    You will work alongside people as passionate as you, focused on delivering the best possible user experiences.

    You will work in a highly collaborative environment primed to adapt to an ever-changing landscape and which places technology solutions at its core.

    You will thrive, you will think differently, you will challenge convention and have the freedom to act with integrity, intention and speed; you will be at the forefront of developing capabilities in support of Allstate’s global business model; you will deliver results and you will leave things better than you found them.

     

    Location

    Belfast

     

    Job Description

    The ECC Incident Lead 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 by minimizing Mean Time to Restore (MTTR) and reducing Mean Time to Assemble (MTTA). The ECC is a 24x7 organization and the ECC Incident Lead works a designated shift. The ECC Incident Lead is the most senior analyst for the shift and provides oversight and guidance for all incidents that occur on their shift. They confidently lead the most complex Incidents to a successful closure escalating to leadership when necessary.

    The Incident Lead has a high degree of knowledge of all ECC processes and tools and works with the Incident Leads from all shifts to make improvements to processes, tools, and documentation. They will take on extra responsibilities as required including statistical and operational reportsing to all levels of management. The ECC Incident Lead provides coaching and mentoring to less experienced staff and contributes to the continuous growth and development of the ECC.

     

    Responsibilities include (but aren't limited to):

    • Facilitate ECC Rapid Response conference calls independently performing multiple roles including: Situation Leader, Scribe and Communications for even the most complex incidents.
    • Continuous Service Improvement – continuously challenging Major Incident Mean Time to Repair outcomes with a view to increase Enterprise Availability.
    • Managing schedules and workloads, coordinating delegated tasks and projects.
    • Work with Application Support teams and the Allstate Technical Service Center (ATSC) to understand the impact of an incident and prioritize response appropriately.
    • Execute and oversee of communication protocols in outage situations following the transactional escalation process.
    • Perform analysis of event and incident data to look for patterns, trends and possible improvements, leveraging other Analysts as needed.
    • Work with other Incident Leads to identify, review, and prioritize opportunities to improve ECC data, procedures, tools, and training. Help present these opportunities to leadership and oversee/implement any initiatives assigned.
    • Work with Incident leads to ensure all processes are documented, trained and rolled out to the ECC.
    • Provide coaching/mentoring to other analysts.
    • Work with the Team Lead to monitor day-to-day work load and help prioritize activities.
    • Perform quality assurance reviews of Major Incident Records and review quality assurance reviews performed by ECC Senior Incident Analysts. Review and provide guidance for any questions/escalations regarding reviews.
    • MIR Approver to ensure quality, compliance and reporting.
    • Strive to provide outstanding customer service and satisfaction to all Business Units.
    • Thorough understanding of Enterprise processes including Incident, Problem, Change, and Release Management and how it relates to ECC accountabilities

     

    Hours of work

    • Weekend Shift Friday – Monday (3x13 hour shifts)
    • Flexibility to meet business needs as required;
    • Full time only.

     

    Essential Criteria

    • Must be an EU citizen or possess a current UK Tier 1 Visa or Tier 2 visa and eligible to take up full time, permanent employment. EU candidates must also demonstrate they are eligible to take up UK employment post-Brexit.
    • 3+ Years of Incident Management experience at an operational level
    • Demonstrable understanding of ITSM processes and procedures; including Change, Problem and Incident.

     

    Desirable Criteria

    • ITIL Foundation certified.
    • Experience in Production Support role – either infrastructure or application based.
    • Working experience of ITSM processes.
    • Experience of APM toolsets such as Dynatrace, App Dynamics, Onesight etc.
    • Contact centre team leading experience.
    • Be highly organized and methodical; and
    • Demonstrate strong problem-solving ability; and
    • Excellent communication skills to varied technical/non-technical Officer Level groups – both verbal and written;

     

    Apply Here: https://bit.ly/34LAgNQ

     

    Closing Date: Friday 15th November 2019

     

    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.

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Applications processed via employer's online application form