Mid-Level ACC Major Incident Manager

USAA•San Antonio, TX

3d•$85,040 - $162,550•Hybrid

About The Position

USAA is seeking a dedicated Mid-Level ACC Major Incident Manager responsible for coordinating and managing the lifecycle of Major Incidents affecting critical technology services and business operations. This role serves as the primary coordinator during high-impact outages, ensuring timely restoration of services through effective incident command, stakeholder communication, escalation management, and cross-functional coordination. Working within an ITIL-aligned IT Service Management (ITSM) framework, the incumbent facilitates Major Incident response activities, leads incident bridge calls, coordinates technical teams, and ensures compliance with established operational standards and procedures. The role partners closely with Technology Operations, Infrastructure, Application Support, Cybersecurity, Service Desk, Business Continuity, and vendor support teams to minimize service disruptions and business impact. This position is based in San Antonio, TX, and requires an individual to be in the office 4 days per week. 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 4 years of relevant education and/or experience
3 years of experience in IT operations, ITSM, service desk, NOC, or production support environments.
2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment.
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.
Proven experience with IT Service Management (ITSM) principles, including Incident, Major Incident, Change, and Problem Management.
Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members
Strong understanding of service restoration, operational recovery, and IT operational support environments.
Demonstrated ability to implement and improve ITSM processes to ensure efficient IT operations.
Basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms

Nice To Haves

ITIL 4 Foundation certification 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.