Mid-Level ACC Major Incident Manager

San Antonio Home Office I

Full time

R0118936

** Why USAA?*
* At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

** The Opportunity*
* We are seeking a dedicated  
** Mid-Level ACC Major Incident Manager
** who will be 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.

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.

** What you'll do:*
* + 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.

** What you have:*
* + 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…