Manager, Problem Management

Manager, Problem Management Who We Are 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.

The Role 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.

What You’ll DoTeam Leadership & Performance Management 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

Problem Management Execution 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

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 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 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

What You’ll Bring

Experience5+ 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 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

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 above job 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.

Summary

Location:

Westlake, Texas Type:
Full time