Manager, Problem Management

Manager, Problem ManagementWho We AreSolera’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 RoleWe 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 DoTeam Leadership & Performance ManagementLead, manage, and develop a team of problem management analystsSet clear expectations, goals, and performance standards for the teamMonitor individual and team performance, addressing gaps quickly and directlyProvide regular coaching, feedback, and support to improve capability and deliveryEnsure the team operates with a strong sense of ownership and accountabilityProblem Management ExecutionEnsure the team consistently identifies, logs, and prioritizes problems across incidentsEnforce high-quality root cause analysis (RCA) standards across all workMaintain oversight of problem lifecycle to ensure timely progress and closureAccountability & Delivery DisciplineHold engineering and product teams accountable for root cause identification and fix deliveryTrack corrective actions and intervene where progress stallsEscalate risks and blockers clearly and earlyData, Reporting & InsightOversee analysis of incident trends to identify systemic issuesEnsure accurate, consistent reporting on problem management performanceUse data to drive priorities and focus team effort where it matters mostProcess Ownership & MaturityEstablish and enforce problem management standards, processes, and governanceEnsure alignment with incident management and change processesDrive consistency in how problem management is executed across teamsCross-Functional CollaborationAct as the key interface between problem management, NOC, engineering, and product teamsChallenge constructively to drive better outcomesEnsure clear communication and alignment across stakeholdersWhat You’ll BringExperience5+ years in IT operations, incident, or problem management rolesPrevious experience managing or supervising a teamProven track record of improving delivery performance and operational disciplineTechnical & Operational SkillsStrong understanding of incident and problem management processesExperience driving RCA quality and corrective action trackingAbility to interpret operational data and turn it into actionable insightsLeadership & BehaviourStrong people leader—sets expectations, holds people accountable, and drives performanceDirect, clear communicator who is comfortable giving candid feedbackHighly organized and structured in approach to workComfortable operating in a fast-paced, high-pressure environmentFocused on outcomes, not just activityIt 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 oreliminate 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 EMPLOYERThe Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.SummaryLocation: Westlake, TexasType: Full time