Infrastructure Solution Engineer

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

Key Responsibilities

Technical Leadership

• Act as a technical escalation point for incidents across Linux (Red Hat), backup (Rubrik), and storage platforms, supporting and guiding junior analysts.
• Provide reliable incident response support during critical outages, coordinating with team members and escalating to senior analysts or engineering when appropriate
• Mentor and support Service Analyst I team members, offering technical guidance and promoting knowledge development
• Build and maintain solid technical expertise across multiple infrastructure domains
• Contribute to team knowledge sharing through documentation, SOPs, and participation in training sessions

Service Excellence

• Proactively monitor and respond to alerts across multiple technology stacks, maintaining strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metrics
• Apply "Zero Wait" principles in incident response, taking immediate action on Emergency Command Center (ECC) calls without waiting to be prompted
• Follow and improve Standard Operating Procedures (SOPs) while identifying opportunities to enhance processes and automate repetitive tasks
• Support shift turnover meetings to ensure seamless 24/7 operational coverage and effective knowledge transfer
• Actively contribute to the Service Improvement Backlog (SIB) with ideas that meaningfully enhance service delivery and reduce customer friction points

Technical Operations

• Provide Level 2 support for enterprise infrastructure systems including Linux (RedHat), and Backup (Rubrik) technologies.
• Execute incident remediation following documented procedures while exercising sound technical judgment during complex or ambiguous scenarios
• Participate in post-incident Retrospective reviews and problem management activities, contributing to root cause analysis and prevention of recurring issues
• Collaborate with engineering teams to implement and test system changes, providing operational perspective and supporting readiness validation
• Utilize monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to identify, diagnose, and resolve system issues

Continuous Improvement

• Analyze incident patterns and trends to identify automation opportunities that reduce manual intervention and improve service outcomes
• Develop and maintain quality knowledge base articles and SOP documentation, ensuring accuracy and usability for the broader NOC team
• Participate in service reviews and demo sessions with technology partners, representing NOC operations effectively
• Support the team's KPI goals through consistent, high-quality service delivery and a continuous improvement mindset
• Contribute meaningfully to the NOC automation pipeline by identifying, documenting, and advocating for automation of repetitive tasks

Qualifications (Preferred)

• 5+ years of experience in technical operations, IT support, or system administration
• Solid working knowledge of enterprise systems Linux (RedHat), Backup (Rubrik), Cloud, and Windows, Nutanix.
• Strong understanding of incident management processes, event management frameworks, and service delivery fundamentals
• Strong troubleshooting and analytical skills with the ability to work through complex and unfamiliar technical issues
• Effective communication abilities, particularly during high-pressure situations and when coordinating across teams
• Experience with ServiceNow reporting or similar ITSM/event management platforms
• Working understanding of automation concepts and tools (GitHub, Ansible, Jenkins)
• Scripting skills (Bash, Python, PowerShell) with the ability to contribute to automation solutions
• Proficiency with monitoring tools (Datadog, Azure Data Explorer (ADX)) including dashboard usage and alert interpretation

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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Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.