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 Director to lead the Global IT Availability Operation for USAA utilizing a 24/7/365 round the sun support model while overseeing the effective practice and execution of all Availability processes to include Major Incident, Problem, Knowledge, and related IT Service Management functions. This person will also be an agent of change and will also be tasked with leading the transformation of the Availability program and will be responsible for maturation of command center operations. This will include implementing an Availability standard, updated controls, and process improvements for all Enterprise IT operations in alignment with ITSM best practices, while also aligning processes to deliver greater value and reduce time to identify events and restore service during incidents. Additionally, this role will work closely with business and IT partners to ensure the availability and continuity of IT operations and improve availability for USAA into the next 100 years.
Directs, plans, and organizes activities of professional and administrative staff engaged in providing information technology services. Provides for technical leadership in the plan, design, development, testing, implementation, or maintenance of business solutions. Provides high level consultation and influence on technical solutions. Leads and directs change management, process improvement, or technical support initiatives cross-departmentally and within assigned unit. Contributes to and executes long- and short-term strategic direction. Advises senior management and provides input to aide in decision making.
This position offers a flexible working environment with an on-site requirement of 5 days per week. The role is based in San Antonio, Texas. Relocation assistance is not available for this position.
What you'll do:
- Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively manage risks.
- Builds and oversees a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
- Oversees efforts in establishing documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards across teams.
- Accountable for the identification, research, and analysis of end to end business, processes, and technology support opportunities.
- Develops and oversees metrics for technology support capabilities and/or processes (KPIs, KRIs, etc.).
- Creates a multi-year plan to operationalize a technology support strategy, with key milestones, deliverables, and realization targets.
- Oversees the creation and execution of departmental budgets and forecasts for applicable technology support function.
- Oversees the availability management of technology solutions / domains by applying strong change and incident management practices.
- Works across multiple functional areas and influences future business strategy to be able to best utilize available technology support functions as well as future ones.
- Stays abreast of industry trends and understands the direction of applicable technology support capabilities and ensures technology environment is agile enough to change quickly to support.
- Builds successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of technology support services to meet those needs.
- Participates in the development of 3rd Party vendors strategy and provides oversight to ensure achievement of technology support objectives.
- May provide oversight of vendor management activities including service agreements, staff augmentation and technology contracts.
- Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- Bachelor’s Degree or 4 additional years of experience beyond the minimum requirement can be used in lieu of a degree.
- 8 years of experience in a technology function to include 3 years leadership experience, demonstrated in either a supervisor or individual contributor role, of IT Professionals in a Software Development/Engineering or Infrastructure environment.
- 5+ years leading Enterprise Global IT Availability Operation utilizing a 24/7/365 support model, overseeing the effective practice of all Availability processes related to Major Incident, Problem, Knowledge, and related IT Service Management functions, including leading and managing third party resources across the globe.
- Experience overseeing the technology life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.
- Technical knowledge and understanding of technical domains that reside within Infrastructure Services, Data or Application Development.
- Experience conducting cost benefit analyses and leveraging results to drive technology support solutions.
- Demonstrated thought leadership in embedding intuitive story telling of technology support functions including concise presentation of complex technical details.
- Previous experience managing multiple tasks and responsibilities in high-pressure environments; excelling at pinpointing and resolving problems in early stages to avoid cost/time expenses.
- Experience and ability to drive a culture of quality and personal accountability through technology support teams.
- Demonstrated experience in vendor contract management and management of distributed development teams and resources.
- Demonstrated financial acumen involving budgets, forecasting, and executing on the budgets for applicable technology support function.
- Advanced facilitation, collaboration and consensus building skills, with experience in presenting to cross-functional teams and Senior/Executive leaders.
- Demonstrated experience in explaining complex technology decisions to both technical and nontechnical audiences at all levels in the organization.
- Demonstrated ability to influence change at the executive level and team level.
- Understanding of relevant industry frameworks, i.e. COBIT, ITIL, SAFe, etc.
- Experience with Technology platforms (Main Frame, Network, Distributed, etc.)
- Experience with Observability platforms such as APM, SN, etc.
What sets you apart:
- Must have excellent analytical skills, and fluency with all best practices and standards of an effective IT Service Management program.
- Experience executing on an Enterprise disaster recovery strategy for the purpose of resuming operations of all enterprise systems in the event of a disaster.
- Extensive experience leading large transformation efforts and implementing new tools and technologies designed to improve Enterprise Availability and reduce time to detect and remediation major incidents.
- Experience creating and implementing IT policies and procedures aligning to Industry IT Availability standards and ensuring that IT Enterprise services are operating as efficiently as possible.
- Experience developing metrics for monitoring availability of Enterprise IT Services and Systems.
Compensation range: The salary range for this position is: $143,320-$273,930 .
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.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
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.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
