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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Incident Manager Lead - ACC Commander - **Company:** USAA - **Location:** San Antonio, TX, United States - **Experience:** Expert - **Salary:** $127,310.0 - $243,340.0 - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Systems Analysis, Information Technology Operations, Knowledge Management, Datadog, Mttr, Splunk, Appdynamics, Dynatrace, Servicenow - **Published:** July 15, 2026 - **Apply:** https://usaa.wd1.myworkdayjobs.com/USAAJOBSWD/job/San-Antonio-Home-Office-I/Incident-Manager-Lead----ACC-Commander_R0118933/apply ## About the Role * Collaborative * Adaptable * Focused * Thoughtful * Proactive * Detail-oriented, We are seeking a dedicated Incident Manager Lead - ACC Commander to lead the enterprise response to major (M1/M2) incidents that significantly impact critical business services. This role provides centralized command, coordination, escalation, and communication to ensure rapid restoration of service while minimizing business disruption., * Bachelor's degree; OR 4 years of relevant education and/or experience ( Cannot remove or change) * 7+ years of experience in IT operations, ITSM, service management, or systems analysis in a large enterprise environment. * 3+ years of experience leading or coordinating major/critical incident responses * Experience working within formal ITSM frameworks (ITIL) and incident lifecycle processes. * Familiarity with Incident Management Tools: Proficiency with incident management platforms for automating workflows, tracking timelines, and streamlining collaboration. * Understanding of root cause analysis (RCA) and continuous improvement practices. * Strong crisis leadership and decision-making capabilities in high-pressure environments. * Experience with SLA management, incident prioritization, and metrics tracking. * Ability to maintain audit-ready documentation and standardized workflows. * ITSM tools (e.g., ServiceNow - Incident, Major Incident, Problem, Change, CMDB) * Monitoring/observability tools (e.g., Dynatrace, Splunk, Datadog, AppDynamics) * Post-Incident Analysis: Leading blameless postmortems to refine strategies, identify root causes, and strengthen the incident response process. * Executive-level verbal and written communication skills. What sets you apart: * Clear Communication: The ability to articulate information concisely, using plain language, observable facts, and numbers, while avoiding jargon. This includes setting a clock for updates and approving content for various communication channels. * Decisiveness Under Uncertainty: The capacity to make viable decisions with the available information, time-boxing decisions and adjusting as new data emerges * Situational Awareness & Systems Thinking: Tracking dependencies, leading indicators, and potential secondary failures to understand the broader impact of the incident * Calm Presence and Psychological Safety: Modeling steady behavior to enable clear thinking and inviting dissenting data or alternative hypotheses * Leadership and Delegation: Inspiring confidence, providing clear direction, and effectively delegating tasks while knowing when to pull in additional expertise * Adaptability: The agility to adjust quickly and effectively to changing conditions, as no two incidents are alike * Ownership and Accountability: Taking responsibility for all aspects of the response, from initial objectives to post-incident analysis. * ITIL 4 Foundation (required/preferred depending on org standard) * ITIL 4 Practitioner: Incident Management or equivalent advanced certification * ServiceNow certification (CSA or ITSM specialization) ## Description What makes a successful Incident Manager Lead - ACC Commander at USAA? Review the top traits we're looking for and see if you're the right fit, * Lead end-to-end command and control for major incidents (M1/M2), including bridge leadership, responder coordination, and decision facilitation. * Ensure timely major incident declaration, prioritization, and escalation based on business impact and urgency criteria. * Direct cross-functional teams (infrastructure, application, network, security, vendors) to drive service restoration. * Deliver clear, timely, and audience-appropriate communications to executives, business partners, and technical teams. * Execute incident management activities in alignment with ITIL 4 practices and organizational standards. * Coordinate with Problem Management to initiate root cause analysis and reduce repeat incidents. * Integrate with Change Enablement, Knowledge Management, and Service Operations processes. * Lead or contribute to post-incident reviews (PIRs) and after-action reports. * Analyze incident trends, response performance, and recurring issues to drive improvements. * Leadership and Delegation: Inspiring confidence, providing clear direction, and effectively delegating tasks while knowing when to pull in additional expertise. * Adaptability: The agility to adjust quickly and effectively to changing conditions, as no two incidents are alike. * Recommend automation, monitoring, and workflow enhancements to reduce mean time to restore (MTTR). * Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. ## Related Videos - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Software Engineering Social Connection: Yubo’s lean approach to scaling an 80M-user infrastructure](https://www.wearedevelopers.com/videos/1583-software-engineering-social-connection-yubo-s-lean-approach-to-scaling-an-80m-user-infrastructure) - [Handling incidents collaboratively is like solving a rubix cube](https://www.wearedevelopers.com/videos/680-handling-incidents-collaboratively-is-like-solving-a-rubix-cube) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? 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