Incident Manager Senior - ACC Major Incident Manager

San Antonio Home Office I

Full time

R0118935

** 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  
** Senior ACC Major Incident Manager
** to lead the end-to-end coordination and management of  
** major incidents
** impacting critical enterprise technology services. This role ensures rapid restoration of service, minimizes business disruption, and maintains clear and timely communication with stakeholders during high-severity incidents.

Operating within an  
** ITIL-aligned IT Service Management (ITSM) framework** , this position partners with cross-functional technical teams to drive incident triage, escalation, resolution, and post-incident improvement. The role serves as the central command function during major incidents, ensuring structured execution, accountability, and continuous improvement of incident response practices. The incident management practice focuses on restoring normal service operations as quickly as possible while minimizing negative 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

+  
** 5+ years
** of experience in IT operations, ITSM, service desk, NOC, or production support environments.

+ Minimum  
** 2+ years
** of experience directly managing or coordinating  
**…