Lead, Major Incident & Change Management

SonarSource; Genf; On-site; CHF 150,000 - 210,000; Full time

Job summary

SonarSource in Geneva seeks a Manager of Major Incident Management to own incident response, change and problem management across critical systems. You will drive data‑driven, risk‑based programs and deliver clear operational health metrics to leadership.

You will coach a team of incident managers, ensure blameless post‑incident reviews, and align governance with product roadmaps. This role emphasizes cross‑functional collaboration and measurable risk reduction.

Qualifications

• 5–8 years of experience leading Incident/Problem Management teams in multinational environments.
• Proven track record delivering practical, risk-based ITSM programs.
• Strong ability to define and report operational health metrics for leadership.
• Experience guiding post-incident reviews and driving systemic improvements.
• Familiarity with Atlassian ITSM stack (Jira, Confluence) and monitoring tools.

Responsibilities

• Lead Incident, Change, and Problem Management end-to-end using a risk-based framework to reduce organizational risk.
• Define and report on operational health metrics for service availability, incident trends, and residual risk.
• Deliver regular leadership-facing reports highlighting systemic patterns and recommendations.
• Coach and develop Major Incident Managers; establish structured incident command and post-incident follow-through.
• Own Post-Incident Review process with blameless, high-quality analysis and measurable improvements.
• Own Change Management processes, balancing delivery speed with risk reduction and clear standards.
• Partner with Engineering, Product, Security, and Mission Control to align on risk appetite and governance.
• Use data to identify recurring failures and drive corrective actions based on strategic impact.

Skills

English communication

Leadership

Incident Management

Tools

ITSM tools Jira Service Management

Confluence

Statuspage

Job description

SonarSource in Geneva seeks a Manager of Major Incident Management to own incident response, change and problem management across critical systems. You will drive data‑driven, risk‑based programs and deliver clear operational health metrics to leadership.

You will coach a team of incident managers, ensure blameless post‑incident reviews, and align governance with product roadmaps. This role emphasizes cross‑functional collaboration and measurable risk reduction.