IT, Director-Availability Command Center

Why USAA

USAA’s mission is to empower members to achieve financial security through competitive products, exceptional service, and trusted advice. The company strives to be the #1 choice for the military community and their families, guided by core values of honesty, integrity, loyalty, and service. USAA supports active‑duty military spouses and may offer remote or hybrid flexibility for them, consistent with policy and business needs.

About the Role

The Director will lead the Global IT Availability Operation using a 24/7/365 “round‑the‑sun” support model. The role oversees all Availability processes—including Major Incident, Problem, Knowledge, and related IT Service Management functions—while driving transformation of the Availability program and maturing command‑center operations. The director will implement Availability standards, updated controls, and process improvements aligned with ITSM best practices, and work closely with business and IT partners to ensure continuity and improve availability for the next 100 years.

Responsibilities

• Develop, maintain, test, and monitor an internal control environment (preventative and detective controls) to manage risks.
• Build and oversee a team through recruiting, development, retention, coaching, performance management, and other managerial activities.
• Establish documentation standards and quality‑assurance methodologies for technology support functions and ensure adherence across teams.
• Identify, research, and analyze end‑to‑end business processes and technology support opportunities.
• Develop and track metrics for technology support capabilities (KPIs, KRIs, etc.).
• Create a multi‑year plan to operationalize a technology support strategy with milestones, deliverables, and targets.
• Prepare and manage departmental budgets and forecasts for the technology support function.
• Oversee availability management of technology solutions by applying strong change and incident management practices.
• Collaborate across functional areas to influence future business strategy and optimize technology support resources.
• Stay current on industry trends and ensure the technology environment remains agile.
• Build stakeholder relationships with IT and business leaders, acting as a trusted advisor and ensuring cost‑effective delivery of support services.
• Participate in developing third‑party vendor strategy and oversee achievement of technology support objectives.
• Provide oversight of vendor management activities, including service agreements, staff augmentation, and technology contracts.
• Ensure risks associated with business activities are identified, measured, monitored, and controlled in line with risk and compliance policies.

Qualifications

• Bachelor’s degree or four additional years of experience in lieu of a degree.
• At least 8 years of experience in a technology function, including 3 years of leadership experience (supervisor or individual contributor) in software development/engineering or infrastructure.
• 5 + years leading an Enterprise Global IT Availability Operation with a 24/7/365 support model, overseeing Major Incident, Problem, Knowledge, and related ITSM processes, and managing global third‑party resources.
• Experience overseeing the full technology lifecycle—from requirements analysis through design, coding, documentation, testing, implementation, and support.
• Technical knowledge of infrastructure services, data, or application development domains.
• Experience conducting cost‑benefit analyses to drive technology support solutions.
• Proven thought leadership in communicating technology support functions clearly and concisely.
• Ability to manage multiple high‑pressure tasks, identifying and resolving problems early to avoid cost/time impacts.
• Track record of fostering a culture of quality and personal accountability within technology support teams.
• Experience in vendor contract management and managing distributed development teams.
• Financial acumen in budgeting, forecasting, and executing budgets for technology support functions.
• Advanced facilitation, collaboration, and consensus‑building skills; experience presenting to cross‑functional and senior/executive audiences.
• Ability to explain complex technology decisions to both technical and non‑technical audiences at all organizational levels.
• Demonstrated ability to influence change at executive and team levels.
• Understanding of industry frameworks such as COBIT, ITIL, SAFe, etc.
• Experience with technology platforms (mainframe, network, distributed, etc.) and observability platforms (APM, SN, etc.).

Skills & Additional Attributes

• Excellent analytical skills and fluency with best practices and standards of an effective IT Service Management program.
• Experience executing an enterprise disaster‑recovery strategy to resume operations after a disaster.
• Extensive experience leading large transformation efforts and implementing tools/technologies that improve enterprise availability and reduce detection and remediation time for major incidents.
• Experience creating and implementing IT policies and procedures aligned to industry availability standards.
• Experience developing metrics for monitoring availability of enterprise IT services and systems.

Pay

Salary range: $143,320 – $273,930. USAA does not provide visa sponsorship for this role. Compensation is based on experience, market data, and may vary by location. Employees may be eligible for performance‑based pay incentives.

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) with company match and pension plan
• Life insurance
• Parental benefits and adoption assistance
• Paid time off program with paid holidays plus 16 paid volunteer hours
• Wellness programs supporting physical, financial, and emotional health
• Career path planning and continuing education opportunities

Schedule & Location

Based in San Antonio, Texas. The position requires on‑site work five days per week. Relocation assistance is not available. USAA may offer remote or hybrid flexibility for active‑duty military spouses, consistent with applicable policy and business needs.