Allstate is looking for a Service Analyst II to join our NOC Operations team, where you'll play a lead role in ensuring the reliability and performance of our enterprise technology ecosystem. You will be the primary technical escalation point, driving rapid response to infrastructure incidents and collaborating with Digital Product Teams to optimize service delivery.
What You'll Do
- Serve as the primary technical escalation point for complex incidents across Storage, UNIX, and Backup technology stacks, providing expert guidance to junior analysts.
- Lead incident response during critical outages, coordinating actions across team members and engineering partners to drive rapid resolution.
- Coach and mentor Service Analyst I team members, providing technical guidance and supporting career development.
- Champion 'Zero Wait' principles in incident response, taking immediate action on Emergency Command Center calls.
- Critically evaluate and improve Standard Operating Procedures while identifying strategic opportunities to automate complex tasks.
- Lead shift turnover meetings to ensure seamless 24/7 operational coverage and knowledge transfer.
- Actively contribute to and prioritize the Service Improvement Backlog with ideas that enhance service delivery.
- Provide advanced Level 2 support for enterprise infrastructure systems with minimal escalation.
- Design and execute incident remediation strategies for both documented and novel problems.
- Lead post-incident Retrospective reviews and problem management activities, driving root cause analysis.
- Partner closely with engineering teams to implement and validate system changes.
- Apply advanced techniques with monitoring tools including Netcool, Datadog, and Azure Data Explorer to proactively identify system issues.
- Analyze complex incident patterns to architect automation solutions that reduce manual intervention.
- Develop comprehensive knowledge base strategies and ensure knowledge artifacts meet high quality standards.
- Present at service reviews with technology partners, showcasing operational improvements.
- Drive the team’s KPI improvements through technical expertise and a continuous improvement mindset.
- Lead significant contributions to the NOC automation pipeline by identifying and designing automation solutions.
What We're Looking For
- 6+ years of experience in technical operations, IT support, or system administration.
- Advanced troubleshooting and analytical skills with demonstrated ability to resolve complex technical challenges.
- Strong communication abilities, particularly during high-pressure situations and when explaining technical concepts to non-technical stakeholders.
- Leadership experience in a 24/7 operational environment.
Nice to Have
- Advanced working knowledge of enterprise systems (UNIX/Linux (RedHat), Storage SAN/NAS/OBS, Backup (Rubrik), Windows, Nutanix) with demonstrated troubleshooting ability.
- Strong understanding of incident management processes and service delivery optimization.
- Strong understanding of automation concepts and tools (GitHub, Ansible, Jenkins, CI/CD pipelines).
- Advanced scripting skills (Bash, Python, PowerShell) with the ability to develop automation solutions.
- Strong skills with monitoring tools (Datadog, Azure Data Explorer) including custom dashboard usage.
- Familiarity with AI-assisted tools for incident triage or automated remediation workflows.
- Familiarity with large language model tools (GitHub Copilot, Microsoft Copilot) to accelerate documentation and scripting.
- Working knowledge of DevOps practices and principles with experience implementing infrastructure as code.
Technical Stack
- Operating Systems & Virtualization: UNIX/Linux (RedHat), Windows, Nutanix
- Storage: SAN, NAS, OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS)
- Backup: Rubrik
- Cloud Platforms: Azure, AWS
- Automation & Scripting: GitHub, Ansible, Jenkins, CI/CD pipelines, Bash, Python, PowerShell
- Monitoring & Observability: Datadog, Azure Data Explorer (ADX), Netcool, Tivoli, Prism Element / Central
Team & Environment
You will be part of the Standard Incident service team within NOC Operations, working directly with Digital Product Teams and other Service Teams.
Benefits & Compensation
- Annual Salary: $75,100.00 - $126,325.00
- Work on meaningful projects that protect families and their belongings from life’s uncertainties.
- Opportunity to challenge the status quo and shape the future of protection.
- Support for causes that are important to you.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race, religion, sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited.
