{"id":2380899,"url":"https://alion.io/job/solera-manager-it-business-services","title":"Manager IT Business Services","company":{"id":99637,"name":"Solera","domain":"solera.com","url":"https://alion.io/company/solera","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":82,"ghost_share":0,"stale_share":0.012,"repost_share":0,"time_to_fill_p50_days":119,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":31000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"OneDrive","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false},{"name":"Power Automate","optional":true}],"status":"live","first_seen_at":"2026-10-12T19:20:42Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T18:50:31Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who We Are\nSolera 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.\nThe Role\nThe 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.\nThe 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.\nThis 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.\nWhat You’ll Do\nCore Requirements\nLeadership\n 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.\nGlobal Service Delivery:\nEnsure 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.\nRemote Operations:\nProvide strategic oversight of Service Desk and Remote Services functions, ensuring consistent support experiences and efficient service delivery across multiple regions and time zones.\nEmployee Lifecycle Management\nLead 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.\nAccess & Identity Services\nOversee 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.\nIncident, Request & Problem Management\nDrive 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.\nService Request Triage & Escalation Management\nOwn 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.\nProcess Optimization & Service Automation\n 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.\nKnowledge Management & Training\n 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.\nStakeholder Engagement\n Partner closely with IT leadership, HR, Security, Finance, Enterprise Applications, and business stakeholders to align support services with organizational priorities and business objectives.\nReporting & Service Analytics\n 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.\nCompliance, Audit & Governance\nSupport SOX, ISO, security, and internal audit requirements through the implementation of appropriate operational controls, access governance processes, asset management standards, and policy compliance activities.\nTechnology Enablement\nLeverage 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.\nTimings\nMust be open to working in different shift timings to support USA/EMEA/APAC regions, as per business needs.\nWhat You’ll Bring\nRequired Qualifications\n8+ years of progressive experience in IT support, service management, or IT operations leadership.\n5+ years of experience managing global support organizations, including geographically distributed teams.\nProven experience leading Tier 1 and Tier 2 support operations in a large enterprise environment.\nStrong leadership, coaching, and people management skills with experience leading leaders.\nDeep understanding of ITIL-based service management principles and operational best practices.\nExperience managing incident, request, problem, change, and knowledge management processes.\nStrong analytical and reporting skills with experience using service metrics to drive operational improvements.\nExcellent communication, stakeholder management, and organizational skills.\nExperience working cross-functionally with HR, Security, Infrastructure, and business teams.\nAbility to balance strategic initiatives with day-to-day operational responsibilities.\nTechnical & Professional Expertise\n Identity & Access Management\nStrong experience administering Microsoft Entra ID (Azure AD), Active Directory, and identity governance solutions.\nExperience managing user provisioning, deprovisioning, group management, entitlement reviews, and access control processes.\nProficiency with identity and access management tools such as ADManager and similar administration platforms.\nMicrosoft 365 Administration\nStrong working knowledge of the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint Online, OneDrive, and related administration functions.\nAbility to troubleshoot and support complex user, collaboration, and productivity-related issues within Microsoft 365.\nIT Support Operations\nAdvanced understanding of Tier 1 and Tier 2 support processes, service operations, incident management, request fulfillment, escalation management, and troubleshooting methodologies.\nExperience supporting Windows, macOS, Microsoft Office, collaboration platforms, printers, remote access technologies, and end-user productivity tools.\nService Management Platforms\nStrong experience with Jira Service Management, including workflow creation, queue management, SLA administration, service request design, reporting, and operational process optimization.\nReporting & Analytics\nExperience building, maintaining, and enhancing Power BI dashboards, operational reports, and executive reporting solutions.\nAbility to analyze support trends, service metrics, workforce data, and operational KPIs to drive decision-making and continuous improvement initiatives.\nAutomation & Workflow Solutions\nExperience implementing and managing workflow automation solutions to improve operational efficiency, reduce manual effort, and enhance service delivery.\nUnderstanding of automation concepts, business process improvement, and service orchestration.\n Artificial Intelligence & Modern Technologies\nDemonstrated understanding of Artificial Intelligence (AI) technologies and their practical application within IT support and service management functions.\nExperience leveraging AI-powered tools to improve productivity, knowledge management, reporting, automation, and user experience.\nOperational Excellence\nStrong analytical, problem-solving, and process-improvement skills.\nAbility to identify operational inefficiencies and implement scalable solutions across global support teams.\nCommunication & Leadership Skills\nCommunication\nExceptional verbal and written English communication skills.\nAbility to communicate effectively with executives, technical teams, business stakeholders, vendors, and end users across global regions.\nStrong presentation, documentation, and stakeholder engagement capabilities.\nLeadership\nDemonstrated ability to lead, coach, and develop managers, team leads, and support professionals within a global organization.\nProven ability to drive accountability, collaboration, customer service excellence, and continuous improvement.\nStrategic Thinking\nAbility to balance operational responsibilities with strategic initiatives.\nExperience leading organizational change, service transformation, and process improvement programs.\nTimings\nMust be open to working in different shift timings to support USA/EMEA/APAC regions, as per business needs.\nPreferred Qualifications\nITIL Foundation Certification or higher.\nMicrosoft 365, Entra ID, or Power Platform certifications.\nExperience building and maintaining Power BI reporting solutions.\nExperience with workflow automation platforms, including Power Automate or similar solutions.\nExperience supporting global onboarding, offboarding, and identity management processes.\nExperience leading globally distributed support teams across multiple regions and time zones.\nExperience working within SOX, ISO, audit, or compliance-driven environments.\nExperience leveraging AI-driven tools and automation within enterprise support 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