Join the leading global provider of software and services for the automobile insurance claims processing industry! Solera Holdings delivers market-leading claims solutions to more than 50,000 insurance companies, collision repair shops and automotive recyclers worldwide. This global reach, combined with a strong financial position, enables us to continually invest in our technology, our clients and our employees.
The Incident Manager’s mission will be to lead and manage a team that is responsible for the identification of incidents and ensure their prompt resolution. The team is responsible for addressing and solving service failures as quickly and effectively as possible while providing prompt, clear incident communication to internal personnel (C-level, business leads, technical).
You will manage a team that is staffed 24x7x365 out of our Ann Arbor network operations center, as well as offshore personnel. You will work with the teams directly associated with the service issue (as well as other relevant personnel) and push processes from all business units to ascertain appropriate resolution by prioritizing tasks and problems. Once the issue has been resolved, you will take the initiative to work with your team to establish procedures to prevent similar incidents from occurring in the future. In addition to responding to these situations, you will also work proactively to improve the incident management process and ensure that proper reporting of all incidents is compiled and submitted for review.
As a Manager of the Production Operations NOC/Incident Management team, you will own the incident management lifecycle which includes managing a production incident from the beginning through to resolution and mitigation of further incidents. This position reports directly to the Director of Production Operations for Solera North America.
As the team expands, it will be your job to establish best practices, hire and manage future talent, and ensure the overall success of incident management.