IT, Director-Availability Command Center

usaa; San Antonio (TX); Hybrid; USD 180,000 - 260,000; Full time

Job summary

USAA in San Antonio, TX seeks a Director to lead the Global IT Availability Operation, delivering 24/7/365 support and overseeing Major Incident, Problem, Knowledge, and ITSM functions. You will drive the Availability program transformation, mature command center operations, and implement standards and controls, aligning processes with ITSM best practices across enterprise IT.

Partner with business and IT leadership to ensure availability and continuity of operations, shaping a resilient

Qualifications

• Bachelor's Degree or 4 additional years of relevant experience.

Responsibilities

• Develop, maintain, test, and monitor an internal control environment to manage risks.
• Build and oversee a technology support team through recruiting, development, retention, coaching, and performance management.
• Oversee documentation standards and QA methodologies for technology support functions and ensure adherence across teams.
• Identify end-to-end business, process, and technology opportunities.

Education

Bachelor's Degree or 4 additional years of relevant experience

Job description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking a dedicated Director to lead the Global IT Availability Operation for USAA utilizing a 24/7/365 round the sun support model while overseeing the effective practice and execution of all Availability processes to include Major Incident, Problem, Knowledge, and related IT Service Management functions. This person will also be an agent of change and will also be tasked with leading the transformation of the Availability program and will be responsible for maturation of command center operations. This will include implementing an Availability standard, updated controls, and process improvements for all Enterprise IT operations in alignment with ITSM best practices, while also aligning processes to deliver greater value and reduce time to identify events and restore service during incidents. Additionally, this role will work closely with business and IT partners to ensure the availability and continuity of IT operations and improve availability for USAA into the next 100 years.

Directs, plans, and organizes activities of professional and administrative staff engaged in providing information technology services. Provides for technical leadership in the plan, design, development, testing, implementation, or maintenance of business solutions. Provides high level consultation and influence on technical solutions. Leads and directs change management, process improvement, or technical support initiatives cross-departmentally and within assigned unit. Contributes to and executes long- and short-term strategic direction. Advises senior management and provides input to aide in decision making.

This position offers a flexible working environment with an on-site requirement of 5 days per week. The role is based in San Antonio, Texas. Relocation assistance is not available for this position.

What you'll do:

• Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively manage risks.
• Builds and oversees a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Oversees efforts in establishing documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards across teams.
• Accountable for the identification, research, and analysis of end to end business, processes, and technology support opportunities.
• Develops and oversees metrics for technology support capabilities and/or processes (KPIs, KRIs, etc.).
• Creates a multi-year plan to operationalize a technology support strategy, with key milestones, deliverables, and realization targets.
• Oversees the creation and execution of departmental budgets and forecasts for applicable technology support function.
• Oversees the availability management of technology solutions / domains by applying strong change and incident management practices.
• Works across multiple functional areas and influences future business strategy to be able to best utilize available technology support functions as well as future ones.
• Stays abreast of industry trends and understands the direction of applicable technology support capabilities and ensures technology environment is agile enough to change quickly to support.
• Builds successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology support services to meet those needs.
• Participates in the development of 3rd Party vendors strategy and provides oversight to ensure achievement of technology support objectives.
• May provide oversight of vendor management activities including service agreements, staff augmentation and technology contracts.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's Degree or 4 additional years