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# Incident Manager Lead - ACC Commander

- **Company:** United Services Automobile Association
- **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:** October 9, 2026
- **Apply:** https://usaa.wd1.myworkdayjobs.com/USAAJOBSWD/job/San-Antonio-Home-Office-I/Incident-Manager-Lead---ACC-Commander_R0121429/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.