Solera Holdings, LLC.
Website:
solera.com
Job details:
Who We Are
Solera is a leading global technology and data solutions provider, specializing in the automotive industry that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The Role
The Manager is responsible for leading global
Tier 1 and Tier 2 IT support operations, ensuring the delivery of high-quality, efficient, and scalable support services for end users across the organization.
The role directly manages
4 Team Leads and provides overall leadership for a team of approximately
24 IT Business Services professionals located in Hyderabad, India. The Senior Manager oversees the Service Desk and Remote Services functions while partnering with HR, Security, Enterprise Applications, and other IT organizations to drive operational excellence, service automation, access management, employee lifecycle services, continuous improvement, and an exceptional end-user experience.
This leader is responsible for developing talent, driving accountability, improving service delivery performance, and ensuring the organization continues to mature its support operations while delivering reliable global IT services.
What You’ll Do
Core Requirements
Leadership
Lead and develop a global team of Tier 1 and Tier 2 support professionals through multiple team leads, fostering a culture of accountability, continuous improvement, collaboration, and exceptional customer service.
Global Service Delivery:
Ensure timely and effective resolution of incidents and service requests while maintaining high levels of customer satisfaction and adherence to established SLAs, KPIs, and operational targets.
Remote Operations:
Provide strategic oversight of Service Desk and Remote Services functions, ensuring consistent support experiences and efficient service delivery across multiple regions and time zones.
Employee Lifecycle Management
Lead global IT onboarding, offboarding, contingent worker provisioning, leave-of-absence support processes, and employee technology enablement activities to ensure a secure, seamless, and consistent employee experience.
Access & Identity Services
Oversee account provisioning, access management, role-based access models, access personas, entitlement reviews, and identity-related support processes while ensuring compliance with security and audit requirements.
Incident, Request & Problem Management
Drive operational excellence across incident, request, escalation, and problem management processes, ensuring recurring issues are identified, analyzed, and addressed through sustainable solutions and root cause analysis.
Service Request Triage & Escalation Management
Own support intake, ticket triage, escalation governance, and routing processes to ensure requests are assigned to the appropriate support teams and resolved efficiently while reducing unnecessary escalations and ticket transfers.
Process Optimization & Service Automation
Identify opportunities to streamline and automate support processes, onboarding workflows, reporting activities, and employee lifecycle services to improve efficiency, reduce manual effort, and enhance service quality.
Knowledge Management & Training
Establish and maintain knowledge management programs, operational documentation, and training initiatives that improve first-contact resolution rates, accelerate team development, and ensure consistent support practices globally.
Stakeholder Engagement
Partner closely with IT leadership, HR, Security, Finance, Enterprise Applications, and business stakeholders to align support services with organizational priorities and business objectives.
Reporting & Service Analytics
Develop and maintain operational dashboards, KPIs, and management reporting to provide visibility into service performance, support trends, team productivity, and customer satisfaction while enabling data-driven decision making.
Compliance, Audit & Governance
Support SOX, ISO, security, and internal audit requirements through the implementation of appropriate operational controls, access governance processes, asset management standards, and policy compliance activities.
Technology Enablement
Leverage and support enterprise technologies including Microsoft 365, Intune, Entra ID (Azure AD), Teams, Zoom, Jira, endpoint management platforms, and automation tools to continuously improve end-user support capabilities and experiences.
Timings
Must be open to working in different shift timings to support USA/EMEA/APAC regions, as per business needs.
What You’ll Bring
Required Qualifications
8+ years of progressive experience in IT support, service management, or IT operations leadership.
5+ years of experience managing global support organizations, including geographically distributed teams.
Proven experience leading Tier 1 and Tier 2 support operations in a large enterprise environment.
Strong leadership, coaching, and people management skills with experience leading leaders.
Deep understanding of ITIL-based service management principles and operational best practices.
Experience managing incident, request, problem, change, and knowledge management processes.
Strong analytical and reporting skills with experience using service metrics to drive operational improvements.
Excellent communication, stakeholder management, and organizational skills.
Experience working cross-functionally with HR, Security, Infrastructure, and business teams.
Ability to balance strategic initiatives with day-to-day operational responsibilities.
Technical & Professional Expertise
Identity & Access Management
Strong experience administering Microsoft Entra ID (Azure AD), Active Directory, and identity governance solutions.
Experience managing user provisioning, deprovisioning, group management, entitlement reviews, and access control processes.
Proficiency with identity and access management tools such as ADManager and similar administration platforms.
Microsoft 365 Administration
Strong working knowledge of the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint Online, OneDrive, and related administration functions.
Ability to troubleshoot and support complex user, collaboration, and productivity-related issues within Microsoft 365.
IT Support Operations
Advanced understanding of Tier 1 and Tier 2 support processes, service operations, incident management, request fulfillment, escalation management, and troubleshooting methodologies.
Experience supporting Windows, macOS, Microsoft Office, collaboration platforms, printers, remote access technologies, and end-user productivity tools.
Service Management Platforms
Strong experience with Jira Service Management, including workflow creation, queue management, SLA administration, service request design, reporting, and operational process optimization.
Reporting & Analytics
Experience building, maintaining, and enhancing Power BI dashboards, operational reports, and executive reporting solutions.
Ability to analyze support trends, service metrics, workforce data, and operational KPIs to drive decision-making and continuous improvement initiatives.
Automation & Workflow Solutions
Experience implementing and managing workflow automation solutions to improve operational efficiency, reduce manual effort, and enhance service delivery.
Understanding of automation concepts, business process improvement, and service orchestration.
Artificial Intelligence & Modern Technologies
Demonstrated understanding of Artificial Intelligence (AI) technologies and their practical application within IT support and service management functions.
Experience leveraging AI-powered tools to improve productivity, knowledge management, reporting, automation, and user experience.
Operational Excellence
Strong analytical, problem-solving, and process-improvement skills.
Ability to identify operational inefficiencies and implement scalable solutions across global support teams.
Communication & Leadership Skills
Communication
Exceptional verbal and written English communication skills.
Ability to communicate effectively with executives, technical teams, business stakeholders, vendors, and end users across global regions.
Strong presentation, documentation, and stakeholder engagement capabilities.
Leadership
Demonstrated ability to lead, coach, and develop managers, team leads, and support professionals within a global organization.
Proven ability to drive accountability, collaboration, customer service excellence, and continuous improvement.
Strategic Thinking
Ability to balance operational responsibilities with strategic initiatives.
Experience leading organizational change, service transformation, and process improvement programs.
Timings
Must be open to working in different shift timings to support USA/EMEA/APAC regions, as per business needs.
Preferred Qualifications
ITIL Foundation Certification or higher.
Microsoft 365, Entra ID, or Power Platform certifications.
Experience building and maintaining Power BI reporting solutions.
Experience with workflow automation platforms, including Power Automate or similar solutions.
Experience supporting global onboarding, offboarding, and identity management processes.
Experience leading globally distributed support teams across multiple regions and time zones.
Experience working within SOX, ISO, audit, or compliance-driven environments.
Experience leveraging AI-driven tools and automation within enterprise support organizations.
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