Major Incident Management

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

Job summary

Sonar is seeking a Manager of Major Incident Management based in Geneva to lead Incident, Change, and Problem Management programs using a data-driven, risk-based approach. You will drive metrics, reporting, and governance to enable executive visibility into service reliability and change risk.

You will coach a team of Major Incident Managers, ensure blameless post-incident reviews, and partner with Engineering, Security, and Product to align on risk and roadmap priorities.

Qualifications

• 5-8 years of experience managing teams delivering Major Incident Management and Problem Management functions within multinational, distributed companies.
• Proven people management experience leading operational or incident-focused teams (e.g., Incident Managers, SRE, NOC/Command Center).
• Strong understanding of ITIL or similar service management frameworks, applied pragmatically in modern engineering organizations.

Responsibilities

• Lead the Incident, Change, and Problem Management programs end-to-end, applying a risk-based framework to prioritize efforts across the company.
• Define, maintain, and report on operational health metrics that provide visibility into service availability and incident trends.
• Deliver regular operational reporting to leadership with recommendations on systemic patterns and residual risk.
• Coach and develop a team of Major Incident Managers with structured incident command and clear communications.
• Own the Post-Incident Review process to drive blameless, high-quality analyses and measurable improvements.
• Own and improve the Change Management process with clear classifications, approvals, and reviews.
• Partner with Engineering, Product, Security, and Mission Control to align on risk appetite and governance.
• Identify recurring failures and systemic causes to prioritize corrective actions based on impact.

Skills

People management

Incident & Major Incident Management

ITIL knowledge

Executive communication

Data-driven metrics

Education

ITIL certification or equivalent

Tools

Jira Service Management

Confluence

Statuspage

Job description

Who is Sonar?

Sonar enables organizations to ship agentic code with confidence. Code creation is abundant, but confidence is scarce. Our core platform, SonarQube, verifies over 750 billion lines of code every day, delivering agentic verification and governance for all code. Trusted by more than 7 million developers and 75% of the Fortune 100, including teams at Nvidia, ServiceNow, Booking.com , Goldman Sachs, AstraZeneca, and Ford Motor Company, Sonar enables organizations to reduce outages, improve security, and lower the cost and risk of agentic software development.

Founded in Geneva and now headquartered in Austin, Texas, Sonar has a global team working across offices and hubs, including Silicon Valley, London, Bochum, Barcelona, Singapore, Tokyo, and the Washington, D.C. area. At Sonar, we’re enabling enterprises to build agentic software factories that can move quickly while maintaining the control, consistency and evidence required to ship with confidence.

Position description

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 you will give your team the clarity they need to focus on what matters most.

What You Will Do

• 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 prioritization of corrective actions based on strategic impact

Experience And Qualifications

• 5-8 years of experience managing teams who deliver Major Incident Management and Problem Management functions within multinational, distributed companies
• Proven people management experience leading operational or incident-focused teams (e.g., Incident Managers, SRE, NOC/Command Center)
• 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
• Experience establishing or maturing post-incident review practices and translating findings into systemic improvements
• Familiarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence, Statuspage)
• Experience using or developing AI tooling to enhance correlation, accuracy, and speed for outage resolution and problem management
• Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders

Additional comments This role is based in Geneva. We are unable to consider candidates unwilling to be in Geneva, but we are willing to relocate the right candidate.

We value diversity, equity, and inclusion

At Sonar, we believe that our diversity is our strength. We are a global company that values and respects different backgrounds, perspectives, and cultures. We are committed to fostering a diverse and inclusive work environment where everyone feels valued and empowered to contribute their best. We are proud to be an equal opportunity employer and welcome all qualified applicants, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you need any accommodation, please reach out to us at [email protected] .

All offers of employment at Sonar are contingent upon the results of a comprehensive background check and reference verification conducted before the start date.

Applications that are submitted through agencies or third party recruiters will not be considered.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.