Mid-Level ACC Major Incident Manager
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content accordingly.
We should not repeat job title. No Job ID. Remove boilerplate: EEO, equal opportunity, scam warning, application instructions, etc. Also remove "Why USAA?" maybe that's part of About the role? Could be considered "About the role" or "About USAA". But we need to use headings from list. We can include "About the role" heading and put the Why USAA? and The Opportunity description there.
Responsibilities: "What You'll Do" bullet list.
Requirements: maybe "What You Have" (education/experience). Could be Requirements.
Qualifications: maybe "What Sets You Apart" (certifications etc). Or we could combine.
Skills: maybe include communication etc.
Benefits: we have Benefits section.
Pay: we have compensation range.
Schedule: we have flexible work environment requiring office 4 days per week, based in San Antonio, TX, plus on-call rotation.
We must not create sections with filler like "not specified". All sections must have real content.
We need to output only HTML fragment, no /. Use headings, - for lists,
for prose.
We must preserve all substantive information, not invent or summarize away detail. So we need to include details like relocation assistance not available, note about 24x7 on-call, etc.
Let's extract content:
Why USAA? paragraph: mission, core values, support military spouses, remote/hybrid flexibility for active-duty military spouses.
The Opportunity: description of role, coordinating major incidents, ITIL-aligned ITSM, partnering with teams, flexible work environment requiring office 4 days per week, based in San Antonio, TX, relocation assistance not available, note about 24x7 on-call rotation or extended hours, high-pressure fast-paced.
What You'll Do: list of duties (bullet points). We'll convert each sentence to
- .
What You Have: list of qualifications: Bachelor's degree; OR 4 years of relevant education and/or experience; 3 years experience in IT operations, ITSM, service desk, NOC, or production support; 2+ years experience directly managing or coordinating major/high-severity incidents; proven experience leading bridge calls, managing escalations, coordinating resolution across multiple technical teams; experience working within environments governed by SLAs/OLAs and formal service management processes; proven experience with ITSM principles; proven experience and possession of excellent communication and writing skills; strong understanding of service restoration, operational recovery, and IT operational support environments; demonstrated ability to implement and improve ITSM processes; basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms.
What Sets You Apart: repeated communication and writing skills, ITIL 4 Foundation certification preferred.
Compensation range: salary range $85,040- $162,550. Also note about visa sponsorship not provided, compensation process, actual salary may vary by location, pay incentives.
Benefits: comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, various wellness programs, career path planning and continuing education.
Schedule: flexible work environment requiring office 4 days per week, based in San Antonio, TX. Also note on-call rotation.
We need to avoid duplication: "What Sets You Apart" repeats communication skills already in What You Have; but we must preserve all substantive information, not remove duplicates? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." It doesn't say to deduplicate. So we can keep duplicates.
We must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Duplicated lines: maybe the repeated communication skills line is duplicated; but it's substantive; we might keep both? Might be considered duplicated lines; but it's same sentence appears twice. The instruction says remove duplicated lines. So we should remove duplicate lines. The duplicated line: "Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members." appears in What You Have and again in What Sets You Apart. We should keep only one instance. Also "Working as an incident manager, you are expected to have proven communication and writing skills to relay information or instructions to stakeholders and team members." is similar but not identical. Might be considered duplicate? It's slightly different. We'll keep both? Safer to keep both as they are not identical. But the exact duplicate line we should remove one.
Also "Compensation: USAA has an effective process..." is duplicate of earlier compensation description? We have compensation range and then later a paragraph about compensation process. We'll keep both as they add info.
We must not include "Applications for this position are accepted on an ongoing basis..." etc (application instructions). Remove that.
Also remove "USAA is an Equal Opportunity Employer..." etc.
Now structure:
About the role
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 Mid-Level ACC Major Incident Manager who will be responsible for coordinating and managing the lifecycle of Major Incidents affecting critical technology services and business operations. This role serves as the primary coordinator during high-impact outages, ensuring timely restoration of services through effective incident command, stakeholder communication, escalation management, and cross-functional coordination. Working within an ITIL-aligned IT Service Management (ITSM) framework, the incumbent facilitates Major Incident response activities, leads incident bridge calls, coordinates technical teams, and ensures compliance with established operational standards and procedures. The role partners closely with Technology Operations, Infrastructure, Application Support, Cybersecurity, Service Desk, Business Continuity, and vendor support teams to minimize service disruptions and business impact. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position. NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.
Responsibilities
- Lead the coordination and command of major incidents (e.g., M1/M2 or P1/P2) impacting production systems and business services.
- Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process.
- Facilitate incident bridge calls, coordinate cross-functional response teams, and ensure clear ownership of actions.
- Coordinate technical teams across infrastructure, applications, cloud, network, and security domains to restore services quickly.
- Ensure prioritization of service restoration and business continuity, including the use of workarounds when appropriate.
- Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline.
- Serve as the single point of contact for all major incident communications.
- Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned.
- Partner with Problem Management to ensure root cause analysis and corrective actions are documented and tracked.
- Ensure adherence to ITIL/ITSM processes, policies, and audit requirements.
- Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor's degree; OR 4 years of relevant education and/or experience
- 3 years of experience in IT operations, ITSM, service desk, NOC, or production support environments.
- 2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment.
- Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams.
- Experience working within environments governed by SLAs/OLAs and formal service management processes.
- Proven experience with IT Service Management (ITSM) principles, including Incident, Major Incident, Change, and Problem Management.
- Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members.
- Strong understanding of service restoration, operational recovery, and IT operational support environments.
- Demonstrated ability to implement and improve ITSM processes to ensure efficient IT operations.
- Basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms.
Qualifications
- ITIL 4 Foundation certification preferred.
Skills
Working as an incident manager, you are expected to have proven communication and writing skills to relay information or instructions to stakeholders and team members.
Pay
Compensation range: The salary range for this position is: $85,040- $162,550.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits
At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
Schedule
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position. NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.
We need to ensure we didn't repeat any boilerplate. We removed EEO etc. Also removed "Applications for this position are accepted on an ongoing basis..." etc.
Check for any leftover boilerplate:
- for lists,
for prose. We must preserve all substantive information, not invent or summarize away detail. So we need to include details like relocation assistance not available, note about 24x7 on-call, etc. Let's extract content: Why USAA? paragraph: mission, core values, support military spouses, remote/hybrid flexibility for active-duty military spouses. The Opportunity: description of role, coordinating major incidents, ITIL-aligned ITSM, partnering with teams, flexible work environment requiring office 4 days per week, based in San Antonio, TX, relocation assistance not available, note about 24x7 on-call rotation or extended hours, high-pressure fast-paced. What You'll Do: list of duties (bullet points). We'll convert each sentence to
- .
What You Have: list of qualifications: Bachelor's degree; OR 4 years of relevant education and/or experience; 3 years experience in IT operations, ITSM, service desk, NOC, or production support; 2+ years experience directly managing or coordinating major/high-severity incidents; proven experience leading bridge calls, managing escalations, coordinating resolution across multiple technical teams; experience working within environments governed by SLAs/OLAs and formal service management processes; proven experience with ITSM principles; proven experience and possession of excellent communication and writing skills; strong understanding of service restoration, operational recovery, and IT operational support environments; demonstrated ability to implement and improve ITSM processes; basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms.
What Sets You Apart: repeated communication and writing skills, ITIL 4 Foundation certification preferred.
Compensation range: salary range $85,040- $162,550. Also note about visa sponsorship not provided, compensation process, actual salary may vary by location, pay incentives.
Benefits: comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, various wellness programs, career path planning and continuing education.
Schedule: flexible work environment requiring office 4 days per week, based in San Antonio, TX. Also note on-call rotation.
We need to avoid duplication: "What Sets You Apart" repeats communication skills already in What You Have; but we must preserve all substantive information, not remove duplicates? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." It doesn't say to deduplicate. So we can keep duplicates.
We must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Duplicated lines: maybe the repeated communication skills line is duplicated; but it's substantive; we might keep both? Might be considered duplicated lines; but it's same sentence appears twice. The instruction says remove duplicated lines. So we should remove duplicate lines. The duplicated line: "Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members." appears in What You Have and again in What Sets You Apart. We should keep only one instance. Also "Working as an incident manager, you are expected to have proven communication and writing skills to relay information or instructions to stakeholders and team members." is similar but not identical. Might be considered duplicate? It's slightly different. We'll keep both? Safer to keep both as they are not identical. But the exact duplicate line we should remove one.
Also "Compensation: USAA has an effective process..." is duplicate of earlier compensation description? We have compensation range and then later a paragraph about compensation process. We'll keep both as they add info.
We must not include "Applications for this position are accepted on an ongoing basis..." etc (application instructions). Remove that.
Also remove "USAA is an Equal Opportunity Employer..." etc.
Now structure:
About the role
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 Mid-Level ACC Major Incident Manager who will be responsible for coordinating and managing the lifecycle of Major Incidents affecting critical technology services and business operations. This role serves as the primary coordinator during high-impact outages, ensuring timely restoration of services through effective incident command, stakeholder communication, escalation management, and cross-functional coordination. Working within an ITIL-aligned IT Service Management (ITSM) framework, the incumbent facilitates Major Incident response activities, leads incident bridge calls, coordinates technical teams, and ensures compliance with established operational standards and procedures. The role partners closely with Technology Operations, Infrastructure, Application Support, Cybersecurity, Service Desk, Business Continuity, and vendor support teams to minimize service disruptions and business impact. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position. NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.
Responsibilities
- Lead the coordination and command of major incidents (e.g., M1/M2 or P1/P2) impacting production systems and business services.
- Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process.
- Facilitate incident bridge calls, coordinate cross-functional response teams, and ensure clear ownership of actions.
- Coordinate technical teams across infrastructure, applications, cloud, network, and security domains to restore services quickly.
- Ensure prioritization of service restoration and business continuity, including the use of workarounds when appropriate.
- Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline.
- Serve as the single point of contact for all major incident communications.
- Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned.
- Partner with Problem Management to ensure root cause analysis and corrective actions are documented and tracked.
- Ensure adherence to ITIL/ITSM processes, policies, and audit requirements.
- Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor's degree; OR 4 years of relevant education and/or experience
- 3 years of experience in IT operations, ITSM, service desk, NOC, or production support environments.
- 2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment.
- Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams.
- Experience working within environments governed by SLAs/OLAs and formal service management processes.
- Proven experience with IT Service Management (ITSM) principles, including Incident, Major Incident, Change, and Problem Management.
- Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members.
- Strong understanding of service restoration, operational recovery, and IT operational support environments.
- Demonstrated ability to implement and improve ITSM processes to ensure efficient IT operations.
- Basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms.
Qualifications
- ITIL 4 Foundation certification preferred.
Skills
Working as an incident manager, you are expected to have proven communication and writing skills to relay information or instructions to stakeholders and team members.
Pay
Compensation range: The salary range for this position is: $85,040- $162,550.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits
At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
Schedule
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position. NOTE: This job may require 24x7 on-call rotation or extended hours during major incidents. High-pressure, fast-paced operational environment requiring rapid decision-making.
We need to ensure we didn't repeat any boilerplate. We removed EEO etc. Also removed "Applications for this position are accepted on an ongoing basis..." etc. Check for any leftover boilerplate: