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 DescriptionThe Infrastructure Solutions Engineer for NOC Operations is an experienced technical contributor in our Standard Incident service team, providing skilled monitoring, troubleshooting, and resolution of infrastructure incidents across our enterprise technology ecosystem. As an integral contributor to our “Zero Wait” customer obsession initiative, this role delivers rapid and effective response to system alerts, ensuring reliable performance of Allstate’s critical infrastructure. With solid proficiency in UNIX, Backup and Storage environments, this position also demonstrates versatility across Windows, Nutanix, Azure, and AWS platforms.Working within our product-centric operating model, the Infrastructure Solutions Engineer applies technical depth and operational discipline to collaborate with Digital Product Teams (DPTs) and other Service Teams to improve service delivery, reduce friction points, and contribute to automation solutions that enhance system reliability and customer experience.Key ResponsibilitiesTechnical LeadershipAct 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 appropriateMentor and support Service Analyst I team members, offering technical guidance and promoting knowledge developmentBuild and maintain solid technical expertise across multiple infrastructure domainsContribute to team knowledge sharing through documentation, SOPs, and participation in training sessionsService ExcellenceProactively monitor and respond to alerts across multiple technology stacks, maintaining strong Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) metricsApply “Zero Wait” principles in incident response, taking immediate action on Emergency Command Center (ECC) calls without waiting to be promptedFollow and improve Standard Operating Procedures (SOPs) while identifying opportunities to enhance processes and automate repetitive tasksSupport shift turnover meetings to ensure seamless 24/7 operational coverage and effective knowledge transferActively contribute to the Service Improvement Backlog (SIB) with ideas that meaningfully enhance service delivery and reduce customer friction pointsTechnical OperationsProvide 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 scenariosParticipate in post-incident Retrospective reviews and problem management activities, contributing to root cause analysis and prevention of recurring issuesCollaborate with engineering teams to implement and test system changes, providing operational perspective and supporting readiness validationUtilize monitoring tools including Netcool, Tivoli, Prism Element / Central, Datadog, and Azure Data Explorer (ADX) to identify, diagnose, and resolve system issuesContinuous ImprovementAnalyze incident patterns and trends to identify automation opportunities that reduce manual intervention and improve service outcomesDevelop and maintain quality knowledge base articles and SOP documentation, ensuring accuracy and usability for the broader NOC teamParticipate in service reviews and demo sessions with technology partners, representing NOC operations effectivelySupport the team’s KPI goals through consistent, high-quality service delivery and a continuous improvement mindsetContribute meaningfully to the NOC automation pipeline by identifying, documenting, and advocating for automation of repetitive tasksQualifications (Preferred)5+ years of experience in technical operations, IT support, or system administrationSolid 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 fundamentalsStrong troubleshooting and analytical skills with the ability to work through complex and unfamiliar technical issuesEffective communication abilities, particularly during high-pressure situations and when coordinating across teamsExperience with ServiceNow reporting or similar ITSM/event management platformsWorking understanding of automation concepts and tools (GitHub, Ansible, Jenkins)Scripting skills (Bash, Python, PowerShell) with the ability to contribute to automation solutionsProficiency with monitoring tools (Datadog, Azure Data Explorer (ADX)) including dashboard usage and alert interpretationSkillsApplication Infrastructure, Datadog, Design, GitHub, Incident Management, IT Infrastrcuture Project Management, IT Service Management (ITSM), Jenkins (Software), Microsoft Azure Data Explorer, Python (Programming Language), RedHat, ServiceNow Platform, Solution Engineering, Strategic CollaborationsCompensationCompensation offered for this role is 75,100.00 - 126,325.00 annually and is based on experience and qualifications.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 pa