Senior Service Engineer - Remote

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

 

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

 

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection.

 

We are the Good Hands. We don’t follow the trends. We set them.

Job Summary:

The Senior Service Engineer is responsible for researching, designing, building, testing, deploying, analyzing, administering, and maintaining environments and hardware and software technology components to meet current and future business needs. This includes monitoring and controlling the performance and status of technology components and providing technology component support and problem resolution. The Service Engineer (SE) Sr. Consultant Level 2 leads efforts to research, design, plan and maintain new or existing hardware and software technology components. The SE Sr. Consultant utilizes systems, scripting and developer skills to execute on tasks related to analysis, integration, and moderately to highly complex incidents and problems affecting production systems and multiple applications. This role also helps define and update items in the configuration management plan.

Key Responsibilities:

• Lead the completion of the following activities (concerning new hardware and software technology components or enhancements to existing components): research, analysis, design, selection, planning, and engineering.

• Collaborate to build consensus with other Service Engineers to ensure that the modified hardware and software infrastructure interacts appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet business function and performance requirements.

• Lead execution of testing, debugging, performance analysis, and documenting hardware and software technology components.

• Lead implementation of hardware and software technology components by analyzing the current system environment and infrastructure, using technical tools and utilities, and performing complex product customizations.

• Lead the support of production service requests, performing routine administration, and supporting hardware and software infrastructure.

• Lead complex, hardware and software technology component analysis, and evaluation on resource requirements necessary to maintain/expand service levels or tune hardware and software infrastructure components for optimum performance.

• Lead efforts to ensure plans integrate effectively with other aspects of the technical hardware and software components.

• Resolve incidents and perform root cause analysis, escalating high complexity incidents and problems to provide future application, hardware and/or software resiliency.

• Lead identifying and recommending major and significant changes for purposes of incident avoidance.

• Lead the development and update of the configuration management plan.

Supervisory Responsibilities:

This job does not have supervisory duties.

Education and Experience:

• 4 year Bachelors Degree (Preferred)

• 3 or more years of experience (Preferred)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Certificates, Licenses, Registrations:

• Technology certification preferred (i.e. Windows 2xxx, Citrix, Storage, Hardware, ITIL, etc.) (Preferred)

Functional Skills:

• Application configuration and support including SSL certificates, IIS, load balancing, DNS, DFS.
• Application monitoring via tools such as DataDog, Splunk, Grafana ELK, Spectrum, Reveille, DynaTrace, etc
• Application and desktop virtualization (VDI)  Citrix and or VMware.