Incident Manager Senior

USAA
San Antonio
Workplace: HybridFull timeUSD 103,450 - 197,730Function: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Verbal communication","Written communication","Facilitation","Stakeholder communication","Analytical skills"]

Serve as the operational bridge between the Service Desk, Availability Command Center, and Technology Support to detect, triage, escalate, and manage incidents impacting service health. Monitor operational risk and service degradations using an ITIL-aligned ITSM approach and tools like ServiceNow, leading incident communications and After-Action Reviews. Drive continual service improvement, support critical incident remediation, and mentor peers on incident-management tools and practices.

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FursaFursa
USAA
USAA
3 days ago

Incident Manager Senior

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the operational bridge between the Service Desk, Availability Command Center, and Technology Support to detect, triage, escalate, and manage incidents impacting service health. Monitor operational risk and service degradations using an ITIL-aligned ITSM approach and tools like ServiceNow, leading incident communications and After-Action Reviews. Drive continual service improvement, support critical incident remediation, and mentor peers on incident-management tools and practices.
Location: San Antonio
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage complex incident triage, categorization, prioritization, and alerting to support integrated teams and broader enterprise resolution.
  • •Conduct Post Incident Response (After-Action Review) facilitation and drive continual service improvement initiatives.
  • •Provide 24/7 international monitoring and analysis for potential incidents affecting brand, sites, technology outages, employee health and safety, service providers, or severe weather.
  • •Own incident management communications during major incidents to key stakeholders and decide when to recall senior staff.
  • •Execute critical incident remediation actions and escalation processes, including making calls with senior leadership to remediate enterprise-impacting incidents.

Pay and Benefits

Salary: USD 103,450 - 197,730
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental BenefitsPaid LeavePaid HolidaysWellness Stipend

Key Requirements

  • •Bachelor's degree; OR 4 years of relevant education and/or experience.
  • •Experience in IT Operations, IT Service Management (ITSM), Service Desk, Command Center, or IT Incident Management.
  • •Experience using ITSM platforms such as ServiceNow for incident management, workflow coordination, escalation management, reporting, and operational communications.
  • •Ability to rapidly assess operational risk, prioritize response efforts, and escalate issues before significant service disruptions.
  • •Strong verbal, written, facilitation, and stakeholder communication skills with experience communicating across technical teams, leadership, and business partners.
Education:Bachelor's
Skills:Verbal communicationWritten communicationFacilitationStakeholder communicationAnalytical skills
Certifications:ITIL 4 Foundation
Tech Stack:ServiceNowITILITSMMonitoringObservabilityEvent managementEnterprise alertingSLAOLAAfter-Action Review

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn