Director, Incident & Problem Management

Director, Incident & Problem ManagementWho We AreSolera is a global leader in data and software services, operating at scale across multiple regions, platforms, and products. Our Global IT organization underpins the reliability, availability, and performance of over 400+ products worldwide.The RoleWe are seeking a Director of Incident & Problem Management to lead our global NOC and Problem Management functions. This role is accountable for the end-to-end management of major incidents, operational stability, and root cause remediation across all regions and products.You will drive a step-change in operational maturity—moving from reactive incident handling to proactive service resilience. This includes building a high-performing global NOC, embedding robust problem management practices, and leveraging data and automation to reduce incident frequency and impact.This is a high-visibility leadership role requiring strong execution, stakeholder management, and the ability to operate in a complex, fast-paced environment.What You’ll DoOperational LeadershipLead the global NOC and Problem Management teams, operating 24/7 across multiple regionsOwn the end-to-end major incident management process, including escalation, coordination, and communicationEstablish clear command-and-control structures during incidents to drive rapid resolutionProblem Management & Continuous ImprovementImplement and mature a structured problem management frameworkEnsure high-quality root cause analysis (RCA) and action trackingDrive permanent fixes and reduce repeat incidents and known errorsService Stability & Risk ReductionIdentify systemic risks, single points of failure, and operational weaknessesDefine and implement mitigation strategies across teams and platformsImprove service reliability, uptime, and customer impact metricsData, Automation & AILeverage data and analytics to identify incident trends and operational insightsIntroduce automation and AI-driven capabilities to improve detection, triage, and responseDrive a shift from reactive support to predictive operationsStakeholder & Executive EngagementAct as the central point of accountability for major incidents at an executive levelCommunicate clearly and directly with senior leadership during critical eventsPartner with Product, Engineering, and Support teams to improve service outcomesTeam & Capability BuildingBuild and scale a high-performing, globally distributed teamDefine clear roles, responsibilities, and performance expectationsDevelop leadership capability within the NOC and Problem Management functionsWhat You’ll BringExperience10+ years in IT operations, incident management, or service delivery leadership rolesProven experience leading global, distributed teams in a 24/7 environmentStrong track record of improving operational maturity and service stabilityTechnical & Operational ExpertiseDeep understanding of incident and problem management frameworks (e.g. ITIL)Experience managing large-scale, complex production environmentsStrong data-driven mindset with experience using dashboards and reporting toolsExposure to automation, AI, or modern operational toolingLeadership & BehaviourStrong leadership presence with the ability to operate under pressureClear, direct communicator, especially in high-stakes situationsHighly accountable, outcome-focused, and execution-drivenAbility to challenge constructively and drive change across functionsIt 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