Incident Manager Senior - ACC Major Incident Manager
Core
Lead end-to-end coordination and management of major incidents impacting critical enterprise technology services to ensure rapid restoration and minimize business disruption.
Role type
Senior Incident Manager (IT Service Management)
Builds
Production system stability and service continuity for USAA members
Domain
Enterprise IT Operations / IT Service Management (ITSM)
Deliverable
Infrastructure & Application Service Restoration
Required skills
Major incident command, cross-functional team coordination, ITIL/ITSM process adherence, post-incident review facilitation, risk management, SLA/OLA management, bridge call leadership, escalation management
Preferred skills
ITIL 4 Foundation, ITIL 4 Managing Professional, PMP, Agile/Scrum
Technologies
ServiceNow, AWS, Azure, GCP, TCP/IP, DNS, Virtualization
Responsibilities
Lead coordination of major incidents (M1/M2/P1/P2), assess incident severity and activate response processes, facilitate bridge calls and coordinate technical teams, track incident progress and risks, serve as single point of contact for communications, facilitate post-incident reviews and root cause analysis, ensure adherence to ITIL/ITSM policies
Seniority
Senior, hands-on IC
