AVP, Availability Management

USAA•San Antonio, TX

1d•$195,230 - $351,410•Hybrid

About The Position

The AVP, Availability Management is responsible for leading the Availability Command Center (ACC), serving as the association command function responsible for operational execution, major incident management, business service availability, event coordination, operational readiness, and service restoration across the association. This leader is accountable for ensuring critical business services remain available, operational risks are identified and mitigated, and service disruptions are through coordinated command, communication, and recovery efforts. The role provides executive oversight for association incident response, problem management, operational readiness, change risk management, and service resiliency activities. The AVP partners closely with Technology, Information Security, Infrastructure, Engineering, Association Risk, and Business Operations leaders to drive operational excellence, strengthen resiliency, improve service reliability, and enhance the member and employee experience. As the leader of the Availability Command Center, this position drives association-wide operational discipline, ensuring the organization is prepared to detect, respond to, recover from, and learn from operational disruptions. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in San Antonio, TX. Relocation assistance is provided.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
10+ years of progressive experience in technology operations, service operations, incident management, command center operations, availability management or reliability functions.
6 years of people leadership experience in building, managing and/or developing high-performing teams.
Demonstrated experience leading association-scale Major Incident Management and operational command center functions.
Proven experience managing association-wide operational risk, service restoration, and critical incident response.
Experience partnering with executive leadership during crises, major outages, and business disruptions.
Strong understanding of ITIL, SRE, Service Operations, ITSM, Observability, Business Continuity, and Disaster Recovery disciplines.
Demonstrated success driving operational transformation, service stability improvements, and resiliency initiatives.
Experience presenting operational performance, risk, and resiliency strategies to executive committees and senior leadership teams.
Strong executive communication, stakeholder management, and decision-making capabilities.
Experience leading 24x7 operations organizations supporting mission-critical services.

Nice To Haves

Major Incident Management & Command Center Leadership
Experience running large compute/operational environment, multi-line of business/client environment
Fast paced
Association Availability, Reliability & Resiliency Management
Leadership over 24x7 Operations
Experience with follow the sun operation or other outsourcing experience

Responsibilities

Lead the association Availability Command Center (ACC), providing centralized command and coordination for critical operational events, major incidents, and service disruptions.
Establish operating models and performance standards that ensure effective service restoration and operational execution.
Maintain 24x7 operational readiness capabilities to support critical business services.
Serve as the senior escalation point for association-impacting incidents and operational events.
Ensure monitoring and operational processes support high levels of service availability.
Ensure executive, regulatory, and stakeholder communications are timely, accurate, and actionable during service-impacting events.
Execute the association Major Incident Management program.
Direct association response efforts during critical incidents, outages, cyber events, and business disruptions.
Lead command-and-control activities across technology, business, vendor, and operational teams.
Ensure rapid diagnosis, escalation, decision-making, and service restoration during high-severity events.
Facilitate executive-level incident briefings and post-incident reviews.
Drive continuous improvement of incident response processes, playbooks, and operational procedures.
Develop and execute the association availability management strategy aligned with business objectives and risk appetite.
Establish availability targets, operational controls, and service health management practices for critical business services.
Monitor association-wide service performance and identify risks impacting service availability.
Champion a business-service-centric approach to availability management.
Establish and monitor key performance indicators (KPIs) and key risk indicators (KRIs) related to availability, incident performance, recovery effectiveness, resiliency, and operational health.
Lead operational preparedness efforts for critical business services and technology platforms.
Ensure recovery procedures, escalation models, support documentation, and response plans are maintained and routinely validated.
Oversee operational readiness assessments, tabletop exercises, failover testing, and recovery simulations.
Partner with business continuity and disaster recovery teams, as well as Technology and Engineering Leaders to strengthen association resiliency capabilities.
Identify operational gaps and drive remediation activities to improve recovery effectiveness.
Build, develop, and lead high-performing operational management and command center teams.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.