Incident Manager Lead - ACC Commander

available for this position.

What you'll do:

• Lead end-to-end command and control

for major incidents (M1/M2), including bridge leadership, responder coordination, and decision facilitation.

• Ensure timely

based on business impact and urgency criteria.

• Direct cross-functional teams (infrastructure, application, network, security, vendors) to drive service restoration.
• Deliver

to executives, business partners, and technical teams.

• Execute incident management activities in alignment with

and organizational standards.

• Coordinate with

to initiate root cause analysis and reduce repeat incidents.

• Integrate with

processes.

• Lead or contribute to

and after-action reports.

• Analyze incident trends, response performance, and recurring issues to drive improvements.
• Leadership and Delegation: Inspiring confidence, providing clear direction, and effectively delegating tasks while knowing when to pull in additional expertise.
• Adaptability: The agility to adjust quickly and effectively to changing conditions, as no two incidents are alike.
• Recommend automation, monitoring, and workflow enhancements to reduce mean time to restore (MTTR).
• 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 ( Cannot remove or change)
• 7+ years of experience in IT operations, ITSM, service management, or systems analysis in a large enterprise environment.
• 3+ years of experience leading or coordinating major/critical incident responses
• Experience working within formal

and incident lifecycle processes.

• Familiarity with Incident Management Tools: Proficiency with incident management platforms for automating workflows, tracking timelines, and streamlining collaboration.
• Understanding of

and continuous improvement practices.

• Strong crisis leadership and decision-making capabilities in high-pressure environments.
• Experience with SLA management, incident prioritization, and metrics tracking.
• Ability to maintain audit-ready documentation and standardized workflows.
• ITSM tools (e.g.,

- Incident, Major Incident, Problem, Change, CMDB)

• Monitoring/observability tools (e.g., Dynatrace, Splunk, Datadog, AppDynamics)
• Post-Incident Analysis: Leading blameless postmortems to refine strategies, identify root causes, and strengthen the incident response process.
• Executive-level verbal and written communication skills.

What sets you apart:

• Clear Communication: The ability to articulate information concisely, using plain language, observable facts, and numbers, while avoiding jargon. This includes setting a clock for updates and approving content for various communication channels.
• Decisiveness Under Uncertainty: The capacity to make viable decisions with the available information, time-boxing decisions and adjusting as new data emerges
• Situational Awareness & Systems Thinking: Tracking dependencies, leading indicators, and potential secondary failures to understand the broader impact of the incident
• Calm Presence and Psychological Safety: Modeling steady behavior to enable clear thinking and inviting dissenting data or alternative hypotheses
• Leadership and Delegation: Inspiring confidence, providing clear direction, and effectively delegating tasks while knowing when to pull in additional expertise
• Adaptability: The agility to adjust quickly and effectively to changing conditions, as no two incidents are alike
• Ownership and Accountability: Taking responsibility for all aspects of the response, from initial objectives to post-incident analysis.
• ITIL 4 Foundation (required/preferred depending on org standard)
• ITIL 4 Practitioner: Incident Management or equivalent advanced certification
• ServiceNow certification (CSA or ITSM specialization)

Compensation range: The salary range for this position is: $127310- $243340 .

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.).