Service Analyst II

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Technical Leadership

• 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

• Develop and maintain deep technical expertise across multiple infrastructure domains

• Drive knowledge sharing across the NOC team through documentation, SOPs, and active participation in training and development sessions

Service Excellence

• Lead by example in proactive monitoring and rapid response to alerts across multiple technology stacks, consistently achieving strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics

• Champion "Zero Wait" principles in incident response, taking immediate and decisive action on Emergency Command Center (ECC) calls without waiting to be prompted

• Critically evaluate and improve Standard Operating Procedures (SOPs) while identifying strategic opportunities to enhance processes and automate complex tasks

• Lead shift turnover meetings to ensure seamless 24/7 operational coverage and comprehensive knowledge transfer

• Actively contribute to and help prioritize the Service Improvement Backlog (SIB) with strategic ideas that substantially enhance service delivery and eliminate customer friction points

Technical Operations

• Provide advanced Level 2 support for enterprise infrastructure systems including Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Linux (RedHat), and Backup (Rubrik) technologies, with minimal escalation required for common and moderately complex issues

• Design and execute incident remediation strategies for both documented and novel problems, applying advanced technical judgment in complex or ambiguous scenarios

• Lead post-incident Retrospective reviews and problem management activities, driving root cause analysis and implementing preventive measures against recurring issues

• Partner closely with engineering teams to implement and validate system changes, providing strong operational perspective and ensuring readiness for production

• Apply advanced techniques with monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to proactively identify, diagnose, and prevent system issues

Continuous Improvement

• Analyze complex incident patterns and trends to architect automation solutions that reduce manual intervention and improve service outcomes

• Develop comprehensive knowledge base strategies and ensure knowledge artifacts meet high quality standards for accuracy and usability across the NOC team

• Present at service reviews and demo sessions with technology partners, showcasing NOC operational improvements and contributions

• Drive the team's KPI improvements through technical expertise, process optimization, and a continuous improvement mindset

• Lead significant contributions to the NOC automation pipeline by identifying, designing, and advocating for automation solutions that improve service delivery

Qualifications

Preferred

• 6+ years of experience in technical operations, IT support, or system administration

• Advanced working knowledge of enterprise systems (UNIX/Linux (RedHat), Storage SAN, NAS and OBS (Brocade, Hitachi, Pure, Scality, Cisco MDS), Backup (Rubrik), Windows, Nutanix) with demonstrated ability to troubleshoot complex issues

• Strong understanding of incident management processes, incident / event management frameworks, and service delivery optimization

• Advanced troubleshooting and analytical skills with demonstrated ability to resolve complex and novel technical challenges

• Strong communication abilities, particularly during high-pressure situations and when explaining technical concepts to non-technical stakeholders

• Strong understanding of automation concepts and tools (GitHub, Ansible, Jenkins, CI/CD pipelines)

• Advanced scripting skills (Bash, Python, PowerShell) with the ability to develop and contribute to automation solutions

• Strong skills with monitoring tools (Datadog, Azure Data Explorer (ADX)) including custom dashboard usage and alert tuning

• Familiarity with AI-assisted tools for incident triage, root cause analysis, or automated remediation workflows

• Familiarity with large language model (LLM) tools (e.g., GitHub Copilot, Microsoft Copilot, or similar) to accelerate documentation, scripting, and knowledge base development

• Working knowledge of DevOps practices and principles with experience implementing infrastructure as code

• Leadership experience in a 24/7 operational environment

Growth Path

This position offers clear pathways to advance into senior technical or leadership roles, including:

• Service Analyst III roles with deeper technical specialization and formal mentoring responsibilities

• Service Consultant roles focusing on complex technical solutions and automation

• Technical leadership in specialized infrastructure domains

• Service management roles with people leadership responsibilities

#LI-CJ1

Skills

Compensation

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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