Incident Manager Senior - ACC Major Incident Manager

USAA•San Antonio, TX

1d•Hybrid

About The Position

USAA is seeking a Senior ACC Major Incident Manager to lead the end-to-end coordination and management of major incidents affecting critical enterprise technology services. The role aims to restore services rapidly, minimize business disruption, and provide clear, timely stakeholder communications during high-severity incidents. Working within an ITIL-aligned IT Service Management (ITSM) framework, the position partners with cross-functional technical teams on incident triage, escalation, resolution, and post-incident improvement. It serves as the central command function during major incidents and promotes structured execution, accountability, and continuous improvement of incident response practices. The position is based in San Antonio, Texas, or Phoenix, Arizona, and requires working in the office four days per week. Relocation assistance is not available. The role may require 24x7 on-call rotation or extended hours during major incidents, in a high-pressure, fast-paced operational environment requiring rapid decision-making.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
At least five years of experience in IT operations, ITSM, service desk, NOC, or production support environments.
At least two years of direct experience managing or coordinating major or high-severity incidents in an enterprise environment.
Broad understanding of enterprise IT environments, including application support and distributed systems; infrastructure such as servers, storage, and virtualization; networking fundamentals such as TCP/IP, DNS, and connectivity; and cloud platforms such as AWS, Azure, or GCP.
Experience using ITSM tools such as ServiceNow for incident tracking, reporting, and workflow management.
Familiarity with monitoring and observability tools and alerting frameworks.
Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams.
Experience working in environments governed by SLAs/OLAs and formal service management processes.
Experience supporting post-incident reviews and operational improvement initiatives.
Excellent communication and writing skills for relaying information or instructions to stakeholders and team members.

Nice To Haves

Excellent communication and writing skills for interacting with people during an emergency when phone or internet access is unavailable.
ITIL 4 Foundation certification.
ITIL 4 Managing Professional, PMP, Agile/Scrum, or other relevant certifications.

Responsibilities

Lead coordination and command of major incidents, such as M1/M2 or P1/P2 incidents, affecting 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.
Prioritize service restoration and business continuity, including use of workarounds when appropriate.
Track incident progress, risks, actions, and dependencies; ensure accountability and disciplined execution.
Serve as the single point of contact for major incident communications.
Facilitate post-incident reviews, including timelines, root-cause insights, and lessons learned.
Partner with Problem Management to ensure root-cause analyses 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.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.