• Incident / Problem Manager

    Job Locations US-TX-Corp - Westlake
    Type
    Regular Full-Time
  • Mission

    Incident / Problem Manager

     

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com.

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability).  We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits.  The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

    Are You Uncommon?

    We’re on the hunt for an experienced Incident / Problem Manager who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. 

    The Incident/Problem Manager leads the coordination of the resolution of IT incidents utilizing technical and business resources and stakeholders as necessary. The individual will be responsible for chairing Outage Calls and coordinating communications to IT leadership and business units. The individual will coordinate reactive root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative measures.

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what our volunteers are responsible for – their mission.  The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission.  The mission 80’s for this role, are:

    1. During a major incident, coordinates and leads Outage Calls and management bridge calls and ensures technical SME’s drive the incident to resolution as quickly as possible.
    2. Leads post-mortem efforts after each major incident, as well as root cause analysis meetings with all stakeholders.
    3. Generate KPI reports to measure success of the Incident and Problem Management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required.

     

    Additional responsibilities of the role include:

    • Facilitates daily operation calls with representatives across IT to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting our IT services.
    • During a major incident, coordinates and leads Outage Calls and management bridge calls and ensures technical SME’s drive the incident to resolution as quickly as possible.
    • Provides status updates to IT leadership and customers on current IT issues and actions being taken.
    • Leads post-mortem efforts after each major incident, as well as root cause analysis meetings with all stakeholders.
    • Drives post incident corrective actions assigned to technical teams through their lifecycle.
    • Analyzes incident trend data to identify and eliminate root causes.
    • Initiates actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents.
    • Generate KPI reports to measure success of the Incident and Problem Management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required.
    • Performs other duties as assigned.
    • Be able to work within an on-call rotation

    Qualifications

    Are You Qualified?

    • Required A High School or GED
    • Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field
    • Preferred A Bachelor's Degree in a related field

    Candidate Experience:

    • Required 4+ years of experience in managing IT incidents or problems, or working with customers in a service desk environment or other IT support organization

    Candidate Skills:

    • Advanced Demonstrated interpersonal/verbal communication skills
    • Advanced Demonstrated written communication skills
    • Advanced Demonstrated customer service skills
    • Intermediate Ability to effectively present information and respond to questions from peers and management Must be able to document work and/or incidents using standard formats.
    • Intermediate Ability to multi-task

    Our Space

    We believe that offices should be destinations where people want to be… places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera’s work environments are intersections of the old and the new… of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration.

     

    We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy.  This wellness plan is our commitment to healthy living, which spans across our office environments.

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