IT Director – Availability Command Center

USAA

. Lead the Global IT Availability Operation using a 24/7/365 round-the-sun support model .

Posted 9/21/2026full-timeSan Antonio • Texas • United StatesLead💰 $143,320 - $273,930 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Global IT Availability Operations with a focus on 24/7/365 support models, incident management, and process improvement. Proven ability to manage technology life cycles, develop metrics, and drive strategic initiatives while fostering stakeholder relationships.

Highest-signal resume keywords

Global IT Availability Operations LeadershipIT Service Management OversightTechnical Knowledge of Infrastructure ServicesVendor Management ExperienceFinancial Acumen in Budgeting and Forecasting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service ManagementIncident ManagementChange ManagementProcess ImprovementTechnology Life Cycle ManagementCost-Benefit AnalysisDisaster Recovery StrategiesAvailability Metrics DevelopmentTechnical LeadershipDocumentation Standards

Soft Skills

Facilitation SkillsCollaboration SkillsConsensus-BuildingPresentation SkillsAnalytical Skills

Tools & Technologies

Mainframe SystemsNetwork SystemsDistributed SystemsAPM PlatformsSN Platforms

Industry Keywords

COBITITILSAFeIT Availability StandardsTechnology Support Metrics

Tech Stack

Tools & technologies

Distributed SystemsITSM

About the role

Key responsibilities & impact

Lead the Global IT Availability Operation using a 24/7/365 round-the-sun support model
Oversee Major Incident, Problem, Knowledge, and related IT Service Management processes
Transform and mature command center operations
Implement Availability standards, updated controls, and process improvements across Enterprise IT operations
Improve time to identify events and restore service during incidents
Direct, plan, and organize professional and administrative IT services staff
Provide technical leadership for business solution planning, design, development, testing, implementation, and maintenance
Lead change management, process improvement, and technical support initiatives across departments
Execute long- and short-term strategic direction and advise senior management
Develop, maintain, test, and monitor internal preventive and detective controls
Build and oversee technology support teams, including recruiting, development, retention, coaching, performance management, and managerial activities
Establish documentation standards and quality assurance methodologies
Identify, research, and analyze business, process, and technology support opportunities
Develop KPIs, KRIs, and other technology support metrics
Create multi-year technology support plans with milestones, deliverables, and realization targets
Oversee departmental budgets and forecasts
Manage availability of technology solutions and domains through change and incident management
Build stakeholder relationships and provide trusted technology support advice
Participate in third-party vendor strategy and oversee vendor management activities
Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Requirements

What you’ll need

Bachelor’s Degree or 4 additional years of experience beyond the minimum requirement in lieu of a degree
8 years of experience in a technology function, including 3 years of leadership experience with IT professionals in a Software Development/Engineering or Infrastructure environment
5+ years leading Enterprise Global IT Availability Operation using a 24/7/365 support model
Experience overseeing Major Incident, Problem, Knowledge, and related IT Service Management functions
Experience leading and managing third-party resources across the globe
Experience overseeing the technology life cycle from requirements analysis through support
Technical knowledge of Infrastructure Services, Data, or Application Development domains
Experience conducting cost-benefit analyses
Demonstrated thought leadership and ability to present complex technical details concisely
Experience managing multiple tasks and responsibilities in high-pressure environments
Experience driving quality and personal accountability through technology support teams
Experience in vendor contract management and managing distributed development teams and resources
Financial acumen involving budgets and forecasting
Advanced facilitation, collaboration, consensus-building, and presentation skills
Experience explaining complex technology decisions to technical and nontechnical audiences
Ability to influence change at executive and team levels
Understanding of COBIT, ITIL, SAFe, or similar industry frameworks
Experience with technology platforms such as Mainframe, Network, and Distributed systems
Experience with observability platforms such as APM and SN
Excellent analytical skills and fluency with IT Service Management best practices and standards
Experience executing enterprise disaster recovery strategies
Experience leading large transformation efforts and implementing tools and technologies to improve enterprise availability
Experience creating and implementing IT policies and procedures aligned with industry IT Availability standards
Experience developing availability metrics for enterprise IT services and systems
Must not require visa sponsorship or immigration support now or in the future

Benefits

Comp & perks

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
Various wellness programs
Career path planning
Continuing education