Incident Manager Senior
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 OpportunityWe 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 an...