Incident Manager Senior

USAA•San Antonio, TX

22h•Hybrid

About The Position

USAA is seeking a dedicated Incident Manager Senior to serve as the operational bridge between the Service Desk, Availability Command Center (ACC), and Technology Support teams. This role ensures service-impacting issues are identified, escalated, and addressed quickly within an ITIL-aligned IT Service Management (ITSM) framework. The Incident Manager Senior maintains service health awareness, monitors operational risk, and collaborates with the Service Desk and ACC to improve visibility into outages, service degradations, and emerging issues. Utilizing ServiceNow, monitoring platforms, and strong communication skills, this role accelerates service restoration, enhances operational awareness, and drives continual service improvement initiatives to improve service reliability and reduce business impact. The role involves 24/7/365 international monitoring and analysis for incidents related to company brand, property, work sites, technology outages, employee health and safety, service providers, or severe weather. It also includes end-to-end incident management, such as triage, documentation, categorization, prioritization, alerting, reporting, and After-Action Review activities. This position requires being in the office 4 days per week and is based in San Antonio, TX. Relocation assistance is not available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Experience in IT Operations, IT Service Management (ITSM), Service Desk, Command Center, or IT Incident Management.
Ability to rapidly assess operational risk, prioritize response efforts, and escalate issues before they become significant service disruptions.
Experience using ITSM platforms such as ServiceNow for incident management, workflow coordination, escalation management, reporting, and operational communications.
Strong verbal, written, facilitation, and stakeholder communication skills with the ability to effectively communicate with technical teams, leadership, and business partners.
Strong service health management capabilities, including the ability to correlate monitoring events, outages, service degradations, customer contacts, and incident activity.
Strong analytical skills with the ability to identify recurring incidents, operational trends, systemic risks, and improvement opportunities.
Experience driving improvements in incident response effectiveness, service restoration performance, operational communications, and escalation management.
Familiarity with monitoring, observability, event management, and enterprise alerting platforms.
Experience working within SLA, OLA, and formal ITIL-based service management frameworks.

Nice To Haves

ITIL 4 Foundation Certification preferred.
Experience serving as the operational liaison between the Service Desk and Availability Command Center to ensure visibility into service health, operational risk, and business impact.
Experience coordinating Service Desk activities and support operations within complex enterprise environments.
Experience supporting Problem Management, Continual Service Improvement (CSI), and service reliability initiatives.

Responsibilities

Manages and drives complex triage, categorization, prioritization, and alerting of work assignments and problem resolution to support the integrated team or the broader enterprise.
Responsible for the facilitation of Post Incident Response (After-Action Review).
Serves as a mentor to peers and team members for assigned area of responsibility.
Facilitates monitoring and analysis for all incidents potentially impacting USAA employees, assets, business or brand.
Executes recalls of staff as directed.
Performs critical business operations or systems applications processes, procedures, and incident remediation action plans to ensure appropriate escalations in support of production incidents.
Manages internal communications during major incidents to all key internal stakeholders.
Exercises judgment and decides when to recall senior staff.
Provides analysis and insight to management on various issues to include review and assessment of operational analytics.
Owns and drives incident management calls with senior leadership to remediate incidents involving impact to the Enterprise in an expeditious manner.
Works with the management team to ensure incident management plans, processes, and procedures are aligned to latest industry standards.
Responsible for facilitating training for team members on the use of tools and services used by Incident Managers (i.e. weather monitoring, emergency communication, etc.).
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.