Job
In this role, you will own Incident Management, develop clear operational health metrics, and lead a team to drive systemic improvements from incidents, ensuring prioritized risk reduction across the organization.
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Your role in the team
- As Manager of Major Incident Management, you will own how Sonar prevents, responds to, and learns from incidents across its critical systems.
- You will drive the Incident Management, Change Management, and Problem Management programs through a data-driven, risk-based approach—ensuring that prioritization is guided by measurable impact rather than reactive urgency.
- By building clear operational health metrics and delivering consistent visibility into service reliability, change risk, and systemic patterns, you will give leadership the insight they need to make confident decisions and your team the clarity they need to focus on what matters most.
- Lead the Incident, Change, and Problem Management programs end-to-end, applying a risk-based framework to prioritize efforts across the company where they reduce the most organizational risk.
- Define, maintain, and report on operational health metrics that provide clear, ongoing visibility into service availability, incident trends, change success rates, and residual risk.
- Deliver regular operational reporting to leadership, surfacing systemic patterns, unresolved follow-ups, and areas of elevated risk with clear recommendations.
- Coach and develop a team of Major Incident Managers, setting clear expectations for structured incident command, stakeholder communication, and post-incident follow-through.
- Own the Post-Incident Review process, ensuring blameless, high-quality analysis that turns findings into prioritized problem records and measurable improvements.
- Own and continuously improve the Change Management process, balancing delivery speed with risk reduction through clear classification, approval, and review standards.
- Partner with Engineering, Product, Security, and Mission Control to align on risk appetite, reduce time to mitigation, and ensure change governance supports the product roadmap.
- Use incident, problem, and change data to identify recurring failures, weak controls, and systemic causes—driving the prioritization of corrective actions based on strategic impact.
Our expectations of you
Qualifications
- Track record of defining operational metrics and building reporting that gives leadership clear visibility into operational health and risk.
- Strong understanding of ITIL or similar service management frameworks (Incident, Problem, and Change Management), applied pragmatically in modern engineering organizations.
- Demonstrated ability to lead critical incidents under pressure with structure, clarity, and calm decision-making.
- Familiarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence, Statuspage).
- Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders.
Experience
- 5–8 years of experience managing teams responsible for delivering Major Incident Management and Problem Management functions in multinational, distributed companies.
- Proven people management experience leading operational or incident-focused teams (e.g., Incident Managers, SRE, NOC/Command Center).
- Experience establishing or maturing post-incident review practices and translating findings into systemic improvements.
- Experience using or developing AI tools to improve correlation, accuracy, and speed in outage resolution and problem management.
What we offer
- Our culture and mission set us apart.
- We have a dynamic work culture that values respect and kindness and embraces the right to fail (and get right back up again!).
- Great people make a great company.
- We value people skills as much as technical skills and strive to keep things friendly while still being passionate leaders in our domains.
- We have a flexible work policy that includes 3 days in the office and 2 days working from home each week for those located near our office locations; some locations, such as Dubai, India, Japan, and Australia, operate fully remotely.
- We have a growth mindset.
- We love learning and believe continuous education is critical to our success.
- In an ever-changing industry, new skills are essential, and we're happy to help our team develop them.
- As the leader in our field, our products and services are as strong as our internal team members.
- We embrace transparency with regular meetings, cascading messages and updates on the growth and success of our organization.
- Pension Scheme: 1st Pillar (support fund): Automatic, funded by Sonar, 3% of gross salary, an additional benefit on top of your salary.
- Pension scheme: 2nd pillar (occupational pension scheme): Voluntary, with a 15% contribution from Sonar, funded by social security savings.
- We encourage usage of our robust time-off allocations with 28 PTO days for our employees based out of the Geneva region, plus additional days based on seniority and circumstances.
- Sonar recognizes holidays on working calendar days.
- If the holiday date falls on a Saturday, we will observe it on the preceding Friday.
- If the holiday date falls on a Sunday, we will observe it on the following Monday.
- Public transport reimbursement of 60% for annual subscription.
- Global workforce with employees in 20+ countries representing 35+ unique nationalities.
- We have an annual kick-off somewhere in the world where we meet to build relationships and goals for the company.
Topics you will work on
Job locations
About your employer
SonarSource, based in Vernier, Switzerland, develops both open-source and commercial software solutions for the continuous analysis of code quality and security. With products like SonarQube, SonarCloud, and SonarLint, the company supports over 25 programming languages and is used by more than 7 million developers worldwide. Its roots in the open-source community are strong, and the company values transparency and continuous improvement.
- Established Company
- Hybrid, Onsite
- Internet, IT, Telecommunication
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