USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates are expected to live a commutable distance from one of our offices in San Antonio, TX. This position also has the option to be remote.
We are looking for a motivated and highly engaged people leader to take ownership of the application troubleshooting function for all of Bank Tech and Data. This leader will have accountability for all Bank-related service tickets that are escalated beyond the Service Desk and will lead a team of professionals that possess a higher level of Bank application and business knowledge in order to resolve more complex issues. While addressing these incidents and assuring our members and MSRs can successfully achieve their goals, this team will also look for system defects and opportunities to optimize systems to reduce future issues. This includes documenting work-arounds and procedures that allow for self-service when similar issues occur in the future. The leader of this team will have significant influence in partnering with other areas of Bank IT to drive application improvements that help improve the Member and MSR experience.
Manages teams that are responsible for delivering and/or managing one or more technical support activities. Authorizes and influences the development and delivery of technical solutions that enable optimal business performance. Accountable for technical leadership in the plan, design, development, testing, implementation, or maintenance of technical solutions. Leads and directs change management, process improvement, and technical support initiatives. Provides direction and analytical support and directs business plan development to execute initiatives.
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
About USAA IT
Our most meaningful qualification isn’t technical, it’s human. Here, we don’t just sit in front of a screen. We stand behind our 13 million members who rely on us every day.
We’re proud of USAA’s strong history — and we’re even more passionate about our future. That’s why we have a team of supportive and collaborative hardworking technology professionals focused on doing more for our members. And why we’re continuing to add innovative problem solvers to our team. With us, you’ll find exciting challenges that inspire you to continue learning and growing.
Identifies and manages existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies, standards, and procedures for business activities.
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
Provides leadership for those involved in the development, design and optimization of technology support functions supporting business and/or technical processes.
Manages the identification, research, and analysis of business, process, and technology opportunities.
Informs and tracks metrics for technology support capabilities and/or processes (KPIs, KRIs, etc.).
Conducts or oversees technology efforts by applying technical expertise; promoting adherence to all procedures and policies.
Partners with key functions to align IT strategy and initiatives in support of business strategy and goals.
Operationalizes documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards by respective team.
Manages and forecasts unit level expenses which may include department allocations, Product/Component, 3rd Party, project/program, software and vendor expenses.
Manages and leverages the relationship with 3rd Party vendors to ensure achievement of technology support objectives.
May be responsible for vendor management activities including service agreements, staff augmentation and technology contracts.
Role models USAA’s mission, core values, culture and desired behaviors – including a sound risk culture.
Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years of experience in a technology function to include 2 years leadership experience, demonstrated in either a supervisor or individual contributor role, of IT Professionals in a Software Development/Engineering or Infrastructure environment.
Hands on experience actively driving the technology life cycle from requirements analysis, feasibility estimates, design, code, configure, documentation, testing, implementation, and support.
Experience building or leading multi-disciplined technology teams using industry best practices.
Experience coaching and advising team members to help them accomplish project goals, meet established schedules, and resolve technical and operational issues.
Ability to drive a culture of quality and personal accountability through technology support teams.
Relevant knowledge in technical domains that reside within Infrastructure Services, Data or Application Development.
Demonstrated critical thinking and problem-solving skills.
Demonstrated experience in translating needs into requirements.
Demonstrated experience explaining complex technology decisions to both technical and nontechnical audiences.
Understanding of relevant industry frameworks, i.e. COBIT, ITIL, SaFE, etc.
Understanding of Legislative and Regulatory Compliance Requirements.
Significant experience in the Incident Management, Defect Management, and Knowledge Management disciplines
Exposure to partnering with front-line incident management teams (Service Desk and/or Website Customer Support)
Familiarity with operational risk metrics to include Risk Appetite Metrics (RAMs) and Key Risk Indicators (KRIs)
Experience leading a hybrid workforce with team members working from multiple locations (to include work from home)
Ability to influence and educate leaders across the department toward alignment with enterprise goals
Experience with operational reporting at the line-of-business level
US military experience through military service or a military spouse/domestic partner
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.
USAA has an effective method 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 position. The salary range for this skill is: $106,800 – $192,300 *
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.
Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.
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.
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USAA Total Rewards
Relocation assistance is Not Available for this position.
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.