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Incident Problem Manager Jobs in Dallas, TX (NOW HIRING)

Solera

Manager, Problem Management

Westlake, TX · On-site

Oversee analysis of incident trends to identify systemic issues * Ensure accurate, consistent reporting on problem management performance * Use data to drive priorities and focus team effort where it ...

Solera

Manager, Problem Management

Westlake, TX · On-site

Oversee analysis of incident trends to identify systemic issues * Ensure accurate, consistent reporting on problem management performance * Use data to drive priorities and focus team effort where it ...

Bank of America

Senior Site Reliability Engineer

Plano, TX

$54.50 - $72.50/hr

Azure landing zones, private networking, DNS, firewalls, private endpoints, observability, incident response, problem management, canary health checks, production readiness, and cloud governance

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Incident Problem Manager information

See Dallas, TX salary details

$36.1K

$161.6K

$191.4K

How much do incident problem manager jobs pay per year?

As of Sep 7, 2026, the average yearly pay for incident problem manager in Dallas, TX is $161,645.00, according to ZipRecruiter salary data. Most workers in this role earn between $127,600.00 and $190,900.00 per year, depending on experience, location, and employer.

What does an Incident Problem Manager do?

An Incident Problem Manager is responsible for overseeing the process of identifying, investigating, and resolving incidents and underlying problems within an organization's IT systems. They work to minimize the impact of disruptions, coordinate responses to incidents, and analyze root causes to prevent future occurrences. This role often involves collaborating with technical teams, managing communication with stakeholders, and ensuring that procedures are followed according to IT service management frameworks like ITIL. Their goal is to improve IT service reliability and reduce downtime for the business.

How does an Incident Problem Manager typically collaborate with technical and non-technical teams during major incidents?

Incident Problem Managers play a critical role in bridging communication between technical teams (like IT support, network engineers, or developers) and non-technical stakeholders (such as business unit leaders or customer service). During major incidents, they coordinate response efforts, facilitate status updates, and ensure all parties are aligned on next steps and remediation plans. Effective collaboration involves translating complex technical issues into clear, actionable information for non-technical audiences, managing expectations, and driving post-incident reviews to prevent recurrence. This cross-functional coordination is essential for minimizing business impact and ensuring swift resolution.

What are the key skills and qualifications needed to thrive as an Incident Problem Manager, and why are they important?

To thrive as an Incident Problem Manager, you need strong analytical skills, IT service management knowledge, and experience with incident and problem resolution processes, often supported by ITIL certification. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional communication, leadership, and critical thinking abilities enable effective coordination and root-cause analysis across teams. These skills are crucial to minimizing downtime, ensuring service continuity, and driving long-term improvements in IT operations.

What is the difference between Incident Problem Manager vs Incident Coordinator?

AspectIncident Problem ManagerIncident Coordinator
Primary RoleManages the lifecycle of incidents and problems to minimize impact and prevent recurrenceCoordinates incident response activities, ensuring timely resolution and communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentTypically in IT service management teams, focusing on problem analysisOperational teams, focusing on incident handling and communication

While both roles are involved in incident management, the Incident Problem Manager focuses on identifying root causes and preventing future issues, whereas the Incident Coordinator handles day-to-day incident response and communication. Both roles are essential for effective IT service delivery but differ in scope and responsibilities.

What are popular job titles related to Incident Problem Manager jobs in Dallas, TX?

For Incident Problem Manager jobs in Dallas, TX, the most frequently searched job titles are:

What job categories do people searching Incident Problem Manager jobs in Dallas, TX look for?

The top searched job categories for Incident Problem Manager jobs in Dallas, TX are:

What cities near Dallas, TX are hiring for Incident Problem Manager jobs?

Cities near Dallas, TX with the most Incident Problem Manager job openings:

Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in Dallas, TX as of August 2026, with employment types broken down into 86% Full Time, 12% Part Time, and 2% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $161,645 per year, or $77.7 per hour.

Director, Incident & Problem Management

Solera

Westlake, TX • On-site

Full-time

Re-posted 29 days ago

Job description

Director, Incident & Problem ManagementWho 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.

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