Director, Incident & Problem Management

Director, Incident & Problem Management

Who We Are

Solera 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 Role

We 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 Do

Operational Leadership

• Lead the global NOC and Problem Management teams, operating 24/7 across multiple regions
• Own the end-to-end major incident management process, including escalation, coordination, and communication
• Establish clear command-and-control structures during incidents to drive rapid resolution

Problem Management & Continuous Improvement

• Implement and mature a structured problem management framework
• Ensure high-quality root cause analysis (RCA) and action tracking
• Drive permanent fixes and reduce repeat incidents and known errors

Service Stability & Risk Reduction

• Identify systemic risks, single points of failure, and operational weaknesses
• Define and implement mitigation strategies across teams and platforms
• Improve service reliability, uptime, and customer impact metrics

Data, Automation & AI

• Leverage data and analytics to identify incident trends and operational insights
• Introduce automation and AI-driven capabilities to improve detection, triage, and response
• Drive a shift from reactive support to predictive operations

Stakeholder & Executive Engagement

• Act as the central point of accountability for major incidents at an executive level
• Communicate clearly and directly with senior leadership during critical events
• Partner with Product, Engineering, and Support teams to improve service outcomes

Team & Capability Building

• Build and scale a high-performing, globally distributed team
• Define clear roles, responsibilities, and performance expectations
• Develop leadership capability within the NOC and Problem Management functions

What You'll Bring

Experience

• 10+ years in IT operations, incident management, or service delivery leadership roles
• Proven experience leading global, distributed teams in a 24/7 environment
• Strong track record of improving operational maturity and service stability

Technical & Operational Expertise

• Deep understanding of incident and problem management frameworks (e.g. ITIL)
• Experience managing large-scale, complex production environments
• Strong data-driven mindset with experience using dashboards and reporting tools
• Exposure to automation, AI, or modern operational tooling

Leadership & Behaviour

• Strong leadership presence with the ability to operate under pressure
• Clear, direct communicator, especially in high-stakes situations
• Highly accountable, outcome-focused, and execution-driven
• Ability to challenge constructively and drive change across functions

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.