Manager, Problem Management

Solera Holdings, LLC.; Westlake (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Solera Holdings, LLC. is seeking a Manager of Problem Management to lead a team focused on identifying root causes, delivering permanent fixes, and reducing repeat incidents across our global platform.

You will ensure high-quality problem management outcomes, embed consistent standards, and maintain accountability across NOC, engineering, and product teams. The role emphasizes hands-on leadership, performance management, and cross-functional collaboration.

Qualifications

• 5+ years in IT operations, incident, or problem management roles.
• Previous experience managing or supervising a team.
• Proven track record of improving delivery performance and operational discipline.

Responsibilities

• Lead, manage, and develop a team of problem management analysts.
• Set clear expectations, goals, and performance standards for the team.
• Monitor individual and team performance, addressing gaps quickly and directly.
• Provide regular coaching, feedback, and support to improve capability and delivery.
• Ensure the team operates with ownership and accountability.
• Identify, logs, and prioritizes problems across incidents; enforce RCA standards.
• Oversee problem lifecycle and ensure timely progress and closure.
• Hold engineering and product teams accountable for fix delivery.
• Track corrective actions and escalate risks early.
• Analyze incident trends to identify systemic issues and report performance.
• Establish and enforce problem management standards and governance.

Skills

People leadership

Performance management

Data interpretation

Communication

Cross-functional collaboration

Coaching

Tools

Incident management tools

Problem management tools

Job description

Who We Are

Solera’s Global IT organization supports a complex, multi-product environment across regions. Ensuring service stability and continuous improvement is critical to delivering a reliable customer experience.

The Role

We are seeking a Manager of Problem Management to lead a team responsible for identifying root causes, driving permanent fixes, and reducing repeat incidents across our global platform. This is a hands‑on leadership role focused on team performance, execution discipline, and accountability. You will ensure your team delivers high‑quality problem management outcomes while embedding consistent standards and ways of working across the organization.

What You’ll Do

Team Leadership & Performance Management

• Lead, manage, and develop a team of problem management analysts
• Set clear expectations, goals, and performance standards for the team
• Monitor individual and team performance, addressing gaps quickly and directly
• Provide regular coaching, feedback, and support to improve capability and delivery
• Ensure the team operates with a strong sense of ownership and accountability

Problem Management Execution

• Ensure the team consistently identifies, logs, and prioritizes problems across incidents
• Enforce high‑quality root cause analysis (RCA) standards across all work
• Maintain oversight of problem lifecycle to ensure timely progress and closure

Accountability & Delivery Discipline

• Hold engineering and product teams accountable for root cause identification and fix delivery
• Track corrective actions and intervene where progress stalls
• Escalate risks and blockers clearly and early

Data, Reporting & Insight

• Oversee analysis of incident trends to identify systemic issues
• Ensure accurate, consistent reporting on problem management performance
• Use data to drive priorities and focus team effort where it matters most

Process Ownership & Maturity

• Establish and enforce problem management standards, processes, and governance
• Ensure alignment with incident management and change processes
• Drive consistency in how problem management is executed across teams

Cross-Functional Collaboration

• Act as the key interface between problem management, NOC, engineering, and product teams
• Challenge constructively to drive better outcomes
• Ensure clear communication and alignment across stakeholders

Experience

What You’ll Bring

• 5+ years in IT operations, incident, or problem management roles
• Previous experience managing or supervising a team
• Proven track record of improving delivery performance and operational discipline

Technical & Operational Skills

• Strong understanding of incident and problem management processes
• Experience driving RCA quality and corrective action tracking
• Ability to interpret operational data and turn it into actionable insights

Leadership & Behaviour

• Strong people leader – sets expectations, holds people accountable, and drives performance
• Direct, clear communicator who is comfortable giving candid feedback
• Highly organized and structured in approach to work
• Comfortable operating in a fast‑paced, high‑pressure environment
• Focused on outcomes, not just activity

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description, and also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

EQUAL OPPORTUNITY EMPLOYER

The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.