Manager, Problem Management

Solera • Westlake, OH

6d

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed