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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading major incident management processes, including crisis leadership, decision-making, and effective communication with stakeholders. Proficient in ITIL 4 practices, incident lifecycle management, and continuous improvement methodologies.
Highest-signal resume keywords
ITIL 4 PracticesMajor Incident ManagementCrisis LeadershipServiceNowRoot Cause Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementService ManagementSLA ManagementMetrics TrackingContinuous ImprovementRisk ManagementWorkflow AutomationIncident Lifecycle ProcessesPost-Incident AnalysisMonitoring Tools
Soft Skills
Crisis LeadershipDecision-MakingExecutive Communication
Tools & Technologies
ServiceNowDynatraceSplunkDatadogAppDynamics
Certifications & Qualifications
ITIL 4 FoundationITIL 4 Practitioner: Incident ManagementServiceNow Certification
Industry Keywords
IT OperationsITSMIncident Management PlatformsChange EnablementKnowledge Management
Tech Stack
Tools & technologiesITSMServiceNowSplunk
About the role
Key responsibilities & impact- Lead end-to-end command and control for major incidents (M1/M2), including bridge leadership, responder coordination, and decision facilitation
- Ensure timely major incident declaration, prioritization, and escalation based on business impact and urgency
- Direct infrastructure, application, network, security, and vendor teams to drive service restoration
- Deliver timely communications to executives, business partners, and technical teams
- Execute incident management activities aligned with ITIL 4 practices and organizational standards
- Coordinate with Problem Management to initiate root cause analysis and reduce repeat incidents
- Integrate with Change Enablement, Knowledge Management, and Service Operations processes
- Lead or contribute to post-incident reviews and after-action reports
- Analyze incident trends, response performance, and recurring issues to drive improvements
- Recommend automation, monitoring, and workflow enhancements to reduce mean time to restore
- Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
- Participate in a 24x7 on-call rotation or work extended hours during major incidents as needed
Requirements
What you’ll need- Bachelor's degree; OR 4 years of relevant education and/or experience
- 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 ITSM frameworks, including ITIL, and incident lifecycle processes
- Familiarity with incident management platforms for automating workflows, tracking timelines, and streamlining collaboration
- Understanding of root cause analysis (RCA) 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
- Experience with ITSM tools such as ServiceNow, including Incident, Major Incident, Problem, Change, and CMDB
- Experience with monitoring/observability tools such as Dynatrace, Splunk, Datadog, or AppDynamics
- Experience leading blameless postmortems and post-incident analysis
- Executive-level verbal and written communication skills
- ITIL 4 Foundation required/preferred depending on organizational standard
- ITIL 4 Practitioner: Incident Management or equivalent advanced certification
- ServiceNow certification, such as CSA or ITSM specialization
- Must not require visa sponsorship or immigration support, including H-1B, TN, or STEM OPT Training Plans
Benefits
Comp & perks- Flexible work environment with remote or hybrid flexibility for active-duty military spouses, consistent with applicable policy and business needs
- Relocation assistance
- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Wellness programs
- Career path planning
- Continuing education assistance