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Allstate Northern Ireland benefits.

Catherine Moran, Incident Lead, Product Operations, Enterprise Command Centre at Allstate Northern Ireland

Allstate Northern Ireland Catherine Moran, Incident Lead.

1. What is Product Operations?

Production Operations ensures the real time visibility and management of Allstate's most critical service operations. We secure routine day to day operations, ensuring Allstate systems remain in a green state.

2. What does your job entail?

We monitor all business critical applications. We mobilise various teams/outside vendors on calls, document impact and what is being performed to resolve the issue and communicate progress with senior leaders. Our aim is to minimize business impact and ensure swift and efficient incident handling.

3. Is it 9-5?

No, I work from 1am until 2pm Saturday, Sunday and Monday. The best thing about shift working is that I get to spend more time with my daughter. Childcare costs are minimal because I only work three days at the weekend and my husband is off most weekends to look after her.

4. How did you get into this line of work?

I left University in 2005 and decided to go travelling. When I returned I saw that Allstate NI was hiring. When I applied, my skill set was suited to working in the Enterprise Command Centre which I have worked in ever since.

5. What qualities are required for your job — personal and professional?

Good interpersonal and communication skills as well as strong analytical and problem solving skills. You also need to be confident as you find that on some calls you will be the decision maker. You need the ability to work in a team dynamic as we are a very strong team and work closely together providing additional support where needed.

6. What are the biggest challenges and rewards of your work?

13hr shifts can sometimes be challenging as they are longer than the normal working day, but working in Product Operations can give you an overwhelming sense of achievement. There is no better feeling when you help drive a call from red to green — you know instantaneously that you have made a difference. Personally, the biggest reward is spending more quality time with my daughter. I have 4 and a half days in total with her during the course of the week and feel that if I worked 9-5 I would not get to see her as much.

7. What do you like to do in your spare time?

I love to walk my dogs. I have two dogs — a Jack Russell and a Schnauzer\Collie cross and I have a backpack that my daughter fits in so we all go out, wind, rain or shine!

8. Tell us an interesting fact about yourself?

When I was younger, I was an extra in the film Greyfriars Bobby!

9. Who has inspired you most in your life?

My daughter Connie is a constant inspiration to me and keeps me continually wanting to strive for more.

10. What does the future hold for product operations?

Personally, I see us being more efficient in identifying possible issues prior to us being alerted to incidents via our tools. It is an exciting time to get involved in IT and Product Operations in particular!

Allstate Northern Ireland benefits.

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