At a Glance
- Tasks: Lead global NOC and Problem Management teams to enhance operational stability and incident management.
- Company: Join Solera, a global leader in data and software services with a dynamic culture.
- Benefits: Competitive salary, career growth opportunities, and a chance to work with cutting-edge technology.
- Other info: High-visibility role with opportunities to build a high-performing global team.
- Why this job: Make a real impact by driving proactive service resilience and improving customer outcomes.
- Qualifications: 10+ years in IT operations with strong leadership and technical expertise.
The predicted salary is between 90000 - 110000 £ per year.
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.
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.
Summary
Location: Westlake, Texas
Type: Full time
Director, Incident & Problem Management in Ivybridge employer: Solera
At Solera, we pride ourselves on being an exceptional employer, offering a dynamic and innovative work culture that empowers our team members to thrive. As a Business Development Director in the Commercial Fleet sector, you will have access to unparalleled growth opportunities, a collaborative environment, and the chance to influence the future of our cutting-edge products. Located in a vibrant international setting, we are committed to fostering talent and providing the resources necessary for your success while driving meaningful change in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Incident & Problem Management in Ivybridge
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Solera values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Solera might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Solera!
✨Direct Apply to Solera
Let's not forget to apply directly through the Solera website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Director, Incident & Problem Management in Ivybridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Solera.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Solera. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Solera
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
