Manager, Problem Management

TL;DR

Manager, Problem Management (IT Operations): Lead a team responsible for identifying root causes, driving permanent fixes, and reducing repeat incidents across a global platform with an accent on RCA quality, corrective action tracking, and operational discipline. Focus on enforcing problem management standards, holding engineering and product teams accountable for delivery, and using incident trend data to prioritize systemic improvements.

Location: Westlake, Texas

Company

Solera’s Global IT organization supports a complex, multi-product environment across regions, prioritizing service stability and continuous improvement.

What you will do

• Lead, manage, and develop a team of problem management analysts, setting expectations and performance standards.
• Ensure problems are consistently identified, logged, prioritized, and progressed through the full problem lifecycle to timely closure.
• Enforce high-quality root cause analysis (RCA) standards and oversee corrective action tracking and delivery progress.
• Analyze incident trends to identify systemic issues and ensure accurate, consistent reporting on problem management performance.
• Establish and govern problem management processes and standards, aligning with incident management and change processes.
• Serve as the key interface between problem management, NOC, engineering, and product teams to drive accountability and clear communication.

Requirements

• 5+ years of experience in IT operations, incident, or problem management roles.
• Experience managing or supervising a team.
• Strong understanding of incident and problem management processes.
• Proven ability to improve delivery performance and operational discipline.
• Experience driving RCA quality and corrective action tracking.
• Ability to interpret operational data and turn it into actionable insights.

Culture & Benefits

• Hands-on leadership with a focus on execution discipline, accountability, and team performance.
• Structured, outcomes-focused operating style in a fast-paced, high-pressure environment.
• Coaching and direct feedback to improve capability and delivery.
• Clear standards and consistent ways of working across the organization.

Hiring process

• Interviews to assess problem management leadership, RCA/corrective action experience, and delivery accountability.
• Discussion of how you would establish standards, governance, and cross-functional collaboration.