Director, Incident & Problem Management

Solera•Westlake, TX

About The Position

Solera is seeking a Director of Incident & Problem Management to lead its global NOC and Problem Management functions. This role is accountable for the end-to-end management of major incidents, operational stability, and root cause remediation across all regions and products. The objective is to drive a significant improvement in operational maturity, transitioning from reactive incident handling to proactive service resilience. This involves establishing a high-performing global NOC, embedding robust problem management practices, and utilizing data and automation to decrease incident frequency and impact. This is a high-visibility leadership position that demands strong execution, effective stakeholder management, and the ability to thrive in a complex, fast-paced environment.

Requirements

10+ years in IT operations, incident management, or service delivery leadership roles.
Proven experience leading global, distributed teams in a 24/7 environment.
Strong track record of improving operational maturity and service stability.
Deep understanding of incident and problem management frameworks (e.g. ITIL).
Experience managing large-scale, complex production environments.
Strong data-driven mindset with experience using dashboards and reporting tools.
Exposure to automation, AI, or modern operational tooling.
Strong leadership presence with the ability to operate under pressure.
Clear, direct communicator, especially in high-stakes situations.
Highly accountable, outcome-focused, and execution-driven.
Ability to challenge constructively and drive change across functions.

Responsibilities

Lead the global NOC and Problem Management teams, operating 24/7 across multiple regions.
Own the end-to-end major incident management process, including escalation, coordination, and communication.
Establish clear command-and-control structures during incidents to drive rapid resolution.
Implement and mature a structured problem management framework.
Ensure high-quality root cause analysis (RCA) and action tracking.
Drive permanent fixes and reduce repeat incidents and known errors.
Identify systemic risks, single points of failure, and operational weaknesses.
Define and implement mitigation strategies across teams and platforms.
Improve service reliability, uptime, and customer impact metrics.
Leverage data and analytics to identify incident trends and operational insights.
Introduce automation and AI-driven capabilities to improve detection, triage, and response.
Drive a shift from reactive support to predictive operations.
Act as the central point of accountability for major incidents at an executive level.
Communicate clearly and directly with senior leadership during critical events.
Partner with Product, Engineering, and Support teams to improve service outcomes.
Build and scale a high-performing, globally distributed team.
Define clear roles, responsibilities, and performance expectations.
Develop leadership capability within the NOC and Problem Management functions.