Senior Major Incident Manager – ITIL/ITSM, 24x7 On-Call

USAA Life Insurance Company; Cleburne (TX); Hybrid; USD 103,000 - 198,000; Full time

Job summary

USAA Life Insurance Company in the United States seeks a Senior ACC Major Incident Manager to lead end-to-end incident coordination for critical enterprise services. This role requires ITIL-aligned practices and cross-functional leadership.

The position is hybrid and based in San Antonio, TX or Phoenix, AZ, with a 4-days-in-office requirement. Relocation is not available; on-call rotation may be required during major incidents.

Qualifications

• Bachelor's degree or 4 years of relevant education/experience.
• 5+ years in IT operations, ITSM, service desk, NOC, or production support.
• Minimum 2+ years directly managing or coordinating major/high-severity incidents in an enterprise.
• Experience with ITSM tools for incident tracking, reporting, and workflow management.

Responsibilities

• Lead the coordination and command of major incidents impacting production systems and services.
• Assess incident severity based on business impact, urgency, and scope; activate the major incident process.
• Facilitate bridge calls, coordinate cross-functional response teams, and ensure ownership of actions.
• Coordinate teams across infrastructure, applications, cloud, network, and security to restore services quickly.
• Ensure prioritization of service restoration and business continuity, including workarounds when appropriate.
• Track incident progress, risks, actions, and dependencies; ensure accountability.
• Serve as the single point of contact for major incident communications.
• Facilitate post-incident reviews and capture RCAs and lessons learned.
• Partner with Problem Management to document corrective actions.
• Ensure adherence to ITIL/ITSM processes and audit requirements.

Skills

Incident management

ITIL framework

Cross-functional coordination

Communication skills

Problem management

Education

Bachelor's degree

Tools

ServiceNow

Monitoring tools

Observability tools

Job description

USAA Life Insurance Company in the United States seeks a Senior ACC Major Incident Manager to lead end-to-end incident coordination for critical enterprise services. This role requires ITIL-aligned practices and cross-functional leadership.

The position is hybrid and based in San Antonio, TX or Phoenix, AZ, with a 4-days-in-office requirement. Relocation is not available; on-call rotation may be required during major incidents.