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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing major incidents, coordinating cross-functional teams, and ensuring service restoration in alignment with ITIL/ITSM processes. Proficient in incident tracking, risk management, and facilitating post-incident reviews to drive operational improvements.
Highest-signal resume keywords
Major Incident ManagementITIL/ITSM ProcessesServiceNowCloud Platforms (AWS, Azure, GCP)Incident Tracking and Reporting
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 ManagementRisk ManagementApplication SupportInfrastructure ManagementNetworking FundamentalsMonitoring ToolsDistributed SystemsService Delivery ImprovementPost-Incident ReviewEscalation Management
Soft Skills
Excellent CommunicationTeam CoordinationStakeholder EngagementProblem-SolvingExecution Discipline
Tools & Technologies
ServiceNowMonitoring/Observability ToolsCloud PlatformsITSM Tools
Certifications & Qualifications
ITIL 4 FoundationITIL 4 Managing ProfessionalPMPAgile/Scrum
Industry Keywords
IT OperationsService DeskNOCProduction SupportSLA/OLA Compliance
Tech Stack
Tools & technologiesAWSAzureCloudDistributed SystemsDNSGoogle Cloud PlatformITSMPMPServiceNowTCP/IP
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, applications, 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 analysis 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 associated with business activities 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
- 5+ years of experience in IT operations, ITSM, service desk, NOC, or production support environments
- Minimum 2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment
- Broad understanding of application support and distributed systems
- Broad understanding of infrastructure, including servers, storage, and virtualization
- Understanding of networking fundamentals, including TCP/IP, DNS, and connectivity
- Understanding of cloud platforms, including AWS, Azure, and GCP
- Experience with ITSM tools such as ServiceNow for incident tracking, reporting, and workflow management
- Familiarity with monitoring/observability tools and alerting frameworks
- 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
- Experience supporting post-incident reviews and operational improvement initiatives
- Excellent communication and writing skills to relay information or instructions to stakeholders and team members
- USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future
- ITIL 4 Foundation preferred
- ITIL 4 Managing Professional, PMP, Agile/Scrum, or other relevant certifications preferred
Benefits
Comp & perks- 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
- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
- Remote or hybrid flexibility may be offered to active-duty military spouses, consistent with applicable policy and business needs