Job Description

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 Incident Manager Senior to serve as the operational bridge between the Service Desk, Availability Command Center (ACC), and Technology Support teams, ensuring service-impacting issues are identified, escalated, and addressed as quickly as possible. Operating within an ITIL-aligned IT Service Management (ITSM) framework, this role maintains service health awareness, monitors operational risk, and works closely with the Service Desk and ACC to improve visibility into outages, service degradations, and emerging issues. Leveraging ServiceNow, monitoring platforms, and strong stakeholder communication, the Incident Manager Senior helps accelerate service restoration, improve operational awareness, and drive continual service improvement initiatives that enhance service reliability and reduce business impact.

Conducts 24 hours a day, 7 days a week, 365 days a year international monitoring and analysis for potential incidents involving company brand, property or work sites, technology outages, employee health and safety, service providers, or severe weather. Provides end-to-end management of incidents to include performing incident triage, documentation, categorization, prioritization, alerting, reporting and After-Action Review activities.

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.

What you'll do:

• Manages and drives complex triage, categorization, prioritization, and alerting of work assignments and problem resolution to support the integrated team or the broader enterprise. Responsible for the facilitation of Post Incident Response (After-Action Review).
• Serves as a mentor to peers and team members for assigned area of responsibility.
• Facilitates monitoring and analysis for all incidents potentially impacting USAA employees, assets, business or brand.
• Executes recalls of staff as directed.
• Performs critical business operations or systems applications processes, procedures, and incident remediation action plans to ensure appropriate escalations in support of production incidents.
• Manages internal communications during major incidents to all key internal stakeholders. Exercises judgment and decides when to recall senior staff.
• Provides analysis and insight to management on various issues to include review and assessment of operational analytics.
• Owns and drives incident management calls with senior leadership to remediate incidents involving impact to the Enterprise in an expeditious manner.
• Works with the management team to ensure incident management plans, processes, and procedures are aligned to latest industry standards.
• Responsible for facilitating training for team members on the use of tools and services used by Incident Managers (i.e.weather monitoring, emergency communication, etc.).
• 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.
• Experience in IT Operations, IT Service Management (ITSM), Service Desk, Command Center, or IT Incident Management.
• Ability to rapidly assess operational risk, prioritize response efforts, and escalate issues before they become significant service disruptions.
• Experience using ITSM platforms such as ServiceNow for incident management, workflow coordination, escalation management, reporting, and operational communications.
• Strong verbal, written, facilitation, and stakeholder communication skills with the ability to effectively communicate with technical teams, leadership, and business partners.
• Strong service health management capabilities, including the ability to correlate monitoring events, outages, service degradations, customer contacts, and incident activity.
• Strong analytical skills with the ability to identify recurring incidents, operational trends, systemic risks, and improvement opportunities.
• Experience driving improvements in incident response effectiveness, service restoration performance, operational communications, and escalation management.
• Familiarity with monitoring, observability, event management, and enterprise alerting platforms.
• Experience working within SLA, OLA, and formal ITIL-based service management frameworks.

What Sets You Apart:

• ITIL 4 Foundation Certification preferred.
• Experience serving as the operational liaison between the Service Desk and Availability Command Center to ensure visibility into service health, operational risk, and business impact.
• Experience coordinating Service Desk activities and support operations within complex enterprise environments.
• Experience supporting Problem Management, Continual Service Improvement (CSI), and service reliability initiatives.

Compensation range: The salary range for this position is: $103,450- $197,730.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.