Incident Manager Senior - ACC Major Incident Manager

USAA•San Antonio, TX

1d•Hybrid

About The Position

We are seeking a dedicated Senior ACC Major Incident Manager to lead the end-to-end coordination and management of major incidents impacting critical enterprise technology services. This role ensures rapid restoration of service, minimizes business disruption, and maintains clear and timely communication with stakeholders during high-severity incidents. Operating within an ITIL-aligned IT Service Management (ITSM) framework, this position partners with cross-functional technical teams to drive incident triage, escalation, resolution, and post-incident improvement. The role serves as the central command function during major incidents, ensuring structured execution, accountability, and continuous improvement of incident response practices. The incident management practice focuses on restoring normal service operations as quickly as possible while minimizing negative business impact. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position. NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience
5+ years of experience in IT operations, ITSM, service desk, NOC, or production support environments.
Minimum 2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment.
Broad understanding of enterprise IT environments, including: Application support and distributed systems, Infrastructure (servers, storage, virtualization), Networking fundamentals (TCP/IP, DNS, connectivity), Cloud platforms (AWS, Azure, GCP)
Experience with ITSM tools (e.g., ServiceNow) for incident tracking, reporting, and workflow management.
Familiarity with monitoring/observability tools and alerting frameworks.
Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams.
Experience working within environments governed by SLAs/OLAs and formal service management processes.
Experience supporting post-incident reviews and operational improvement initiatives.
Excellent communication and writing skills to relay information or instructions to stakeholders and team members

Nice To Haves

Excellent communication and writing skills to relay information or instructions to stakeholders and team members. You can also use these skills to interact with people during an emergency when the phone or internet isn't available.
ITIL 4 Foundation (preferred)
ITIL 4 Managing Professional, PMP, Agile/Scrum, or other relevant certifications (preferred).

Responsibilities

Lead the coordination and command of major incidents (e.g., M1/M2 or P1/P2) impacting production systems and business services.
Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process.
Facilitate incident bridge calls, coordinate cross-functional response teams, and ensure clear ownership of actions.
Coordinate technical teams across infrastructure, applications, cloud, network, and security domains to restore services quickly.
Ensure prioritization of service restoration and business continuity, including the use of workarounds when appropriate.
Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline.
Serve as the single point of contact for all major incident communications.
Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned.
Partner with Problem Management to ensure root cause analysis and corrective actions are documented and tracked.
Ensure adherence to ITIL/ITSM processes, policies, and audit requirements.
Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.