Major Incident Management

Sonarsource; Genf; In loco; CHF 150.000 - 210.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

English communication

Leadership

Incident Management

Strumenti

ITSM tools Jira Service Management

Confluence

Statuspage

Descrizione del lavoro

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,…