Manager, Problem Management

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 Do

Team 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

• 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

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

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 Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.