Manager, Problem Management

Solera; Westlake (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Solera is seeking a Manager, Problem Management to lead a global team in delivering reliable IT services. The role focuses on root-cause analysis, permanent fixes, and reducing repeat incidents across our multi-product environment.

You will drive execution discipline, embed standard ways of working, and partner with NOC, engineering, and product teams to improve incident outcomes and overall service stability.

Qualifications

• 5+ years in IT operations, incident, or problem management roles.
• Experience supervising a team and driving delivery discipline.
• Strong ability to interpret operational data and derive actionable insights.

Responsibilities

• Lead, manage, and develop a team of problem management analysts; set clear expectations, goals, and performance standards; monitor performance and address gaps quickly; provide regular coaching; foster ownership and accountability.
• Ensure the team consistently identifies, logs, and prioritizes problems across incidents; enforce high-quality root cause analysis (RCA) standards; maintain oversight of the problem lifecycle to ensure timely progress and closure.
• 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.
• Oversee incident-trend analysis 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.
• 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.
• 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.

Job description

Overview

Manager, Problem Management. 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.

Note: The role is focused on identifying root causes, driving permanent fixes, and reducing repeat incidents across our global platform. It is a hands-on leadership position focused on team performance, execution discipline, and accountability, with responsibility to embed consistent standards and ways of working across the organization.

Responsibilities

• Team Leadership & Performance Management: Lead, manage, and develop a team of problem management analysts; set clear expectations, goals, and performance standards; monitor performance and address gaps quickly; provide regular coaching; foster 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; maintain oversight of the 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 incident-trend analysis 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.

Qualifications

• Experience: 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 comfortable giving candid feedback; highly organized and structured in approach to work; able to operate in a fast-paced, high-pressure environment; focused on outcomes, not just activity.

The following standard disclaimer about role scope applies: 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 description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company 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.