Manager, Problem Management

Solera•Westlake, TX

About The Position

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. 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.

Requirements

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
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
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

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 a strong sense of ownership and accountability
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
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 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
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