Incident Manager - Mid Level

USAA•Phoenix, AZ

7d•$85,040 - $153,080•Onsite

About The Position

USAA's Unified Command Center (UCC) is seeking an Incident Manager I to join their team. The UCC operates 24/7/365, monitoring, detecting, assessing, and responding to significant local, national, and global events that could impact employees or interrupt business. The UCC maintains awareness of all incidents within the global operating environment to provide centralized command, control, and communication capabilities, while seizing opportunities and mitigating risks. The UCC initiates and manages Association-wide response capabilities to ensure the safety and security of employees, sustainment of operating locations and infrastructure, and continuance of member support. Incident Managers work with an integrated team to manage all incidents, or initiate escalation when incidents affect members, employees, assets, or the brand. This includes incidents related to employee life safety, data/privacy, cyber, IT, brand impact, or member policies. Incident Managers are responsible for escalating major incidents and activating higher echeloned Management Teams when required. This is an onsite position based in San Antonio, TX, with relocation assistance not available.

Requirements

Bachelor's degree in a Business or Science discipline required; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
4 years of incident, operations, or emergency management experience with accountability for moderate to complex incidents, hazards, or response tasks associated with company brand, property or work sites, technology outages, employee health and safety, service providers, severe weather and/or catastrophic insurance claims events.
2 years of experience with end-to-end management of moderate to complex incidents, hazards or response tasks within leadership, a command center or security operations center environment.
Demonstrated analytical, organizational, and problem-solving abilities requiring a high attention to detail.
Proven communication skills with the ability to collaborate and execute among cross-functional teams.
A moderate to high degree of aptitude for following complex processes and operating complex software applications.
A commitment to becoming a subject matter expert with programs or processes and enthusiasm to identifying and improving inefficiencies.
Experience working in a dynamic operating environment where quick decisions must be made in support of operations or employee safety.

Nice To Haves

Prior experience with weather monitoring, forecasting, or meteorology in support of Operations.
Experience with using, designing, or maintaining geographic information systems (GIS) in support of Operations.
Experience working with National Incident Management System or similar processes, in support of Incident Management.
Experience working in an Operations/Command Center.

Responsibilities

Identify and manage internal and external, existing and emerging risks with potential to disrupt employees and business activities.
Ensure risks associated with business activities are effectively identified, measured, monitored, communicated, and controlled.
Follow written risk and compliance policies, standards, and procedures for business activities.
Work independently performing moderate to complex triage, categorization, notifications, and problem resolution to support the integrated team.
Monitor and analyze all incidents potentially impacting USAA employees, assets, business, brand, or member policies.
Apply proficient knowledge of critical business operations or systems applications processes, procedures, and incident remediation action plans to ensure appropriate management or escalations in support of incidents.
Coordinate with specialized USAA department command centers and situation management teams.
Accurately capture and document incident data in the incident recording tools.
Maintain accurate records of incident timelines and supporting artifacts.
Analyze aggregated data from the integrated team for reporting purposes.
Communicate incident status and resolution to a broad group of business personnel and executive leadership using appropriate business acumen and professional communication skills.