Mid-Level Major Incident Manager

USAA

. Lead the coordination and command of major incidents impacting production systems and business services .

Posted 9/15/2026full-timeSan Antonio • Texas • United StatesMid-LevelSenior💰 $85,040 - $162,550 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing major incidents and coordinating cross-functional teams to ensure rapid service restoration and business continuity. Proficient in ITIL/ITSM processes and effective communication to facilitate incident management and post-incident reviews.

Highest-signal resume keywords

Major Incident ManagementITIL/ITSM PrinciplesCross-Functional CoordinationService RestorationCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementService Desk OperationsNOC SupportOperational RecoveryRisk ManagementMonitoring PlatformsWindows ServerLinux

Soft Skills

LeadershipCommunicationCollaborationAccountabilityExecution Discipline

Tools & Technologies

Cloud TechnologiesNetworking ConceptsService Level ManagementChange EnablementIncident Bridge Calls

Certifications & Qualifications

ITIL 4 Foundation

Industry Keywords

IT OperationsProduction SupportSLAOLAIT Service Management

Tech Stack

Tools & technologies

CloudITSMLinux

About the role

Key responsibilities & impact

Lead the coordination and command of major incidents impacting production systems and business services
Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process
Facilitate incident bridge calls and coordinate cross-functional response teams
Coordinate infrastructure, application, cloud, network, and security teams to restore services quickly
Prioritize service restoration and business continuity, including workarounds when appropriate
Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline
Serve as the single point of contact for major incident communications
Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned
Partner with Problem Management to document and track root cause analyses and corrective actions
Ensure adherence to ITIL/ITSM processes, policies, and audit requirements
Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery
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

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
3 years of experience in IT operations, ITSM, service desk, NOC, or production support environments
2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment
Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams
Experience working within environments governed by SLAs/OLAs and formal service management processes
Proven experience with IT Service Management (ITSM) principles, including Incident, Major Incident, Change, and Problem Management
Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members
Strong understanding of service restoration, operational recovery, and IT operational support environments
Demonstrated ability to implement and improve ITSM processes to ensure efficient IT operations
Basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms
ITIL 4 Foundation certification preferred
Must not require visa sponsorship or immigration support

Benefits

Comp & perks

Flexible work environment with office attendance 4 days per week
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 assistance