Job Information

TIAA Infrastructure Manager - Technology Incident Management Process Leader in Dallas, Texas

Infrastructure Mgr

The Infrastructure Manager manages a team of professionals responsible for the installation, configuration, and maintenance of IT systems software and hardware for multi-user server computers. This job meets end user needs by overseeing that uptime, performance, resource availability, and security of computers are within established operational guidelines.

Key Responsibilities and Duties

  • Champions solutions, improvements and best practices to increase operational efficiency and lower operating cost.

  • Ensures that capacity workload modeling and availability analysis is performed for a variety of platforms and environments.

  • Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional products and engagement, motivation, and development of team.

  • Develops team members through reasonable, effective performance development plans, technical training opportunities and stretch work assignments.

  • Manages professionals responsible for designing, deploying and providing support for the domain in support of key business requirements.

  • Develops and executes the engineering and operational roadmaps for domain services.

  • Leads the identification, implementation and monitoring of best practices for technology architecture, while providing expert advice on core infrastructure initiatives.

  • Advises senior management on project, operational, and strategy risks and opportunities along with corrective action plans when required.

Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 5+ Years Required; 7+ Years Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Career Level


TIAA is seeking a collaborative Incident Management Process Leader to enhance an ITIL-based incident management practice. You will lead the team responsible for the incident management function that will significantly reduce IT incidents. The Incident Management Process Leader is responsible for ensuring that the TIAA's Incident Management process is effective, efficient, and adhered to across the entire organization. This role is responsible for the planning, coordinating, and controlling of all activities related to the management of incidents.


Develop, implement, and maintain the organization's Incident Management process in accordance with industry best practices, standards, and guidelines.

Ensure that the Incident Management process is integrated with other IT Service Management processes, such as Problem Management, Change Management, and Service Level Management.

Lead the Incident Management team, providing guidance, support, and coaching to ensure that incidents are resolved within the agreed service level targets.

Collaborate with other teams to identify and mitigate potential incidents before they occur.

Ensure that all incidents are logged, tracked, and updated in the Incident Management tool.

Conduct regular reviews of the Incident Management process, identifying areas for improvement and implementing changes to enhance the process.

Basic Qualifications:

5+ years of experience in Incident Management, with at least 2 years in a leadership role.

Strong understanding of IT Service Management processes, particularly Incident Management.

Knowledge of industry best practices, standards, and guidelines related to Incident Management.

Experience in leading Incident Management teams, including coaching and mentoring.

​Preferred Qualifications:

Experience with troubleshooting cloud-based infrastructure

ITIL certification

Experience or familiarity with Agile, or SAFe Agile

Experience with agile software tools such as Jira / Confluence

Experience with Splunk, Dynatrace, Grafana, MoogSoft or similar tools within a large enterprise

Base Pay Range: $135,200/yr. - $225,300/yr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary ( .

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here ( .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755


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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.