Senior Incident & Change Management Lead

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

Job summary

Sonar in Geneva seeks a Manager of Major Incident Management to own incident, change, and problem governance across critical systems. You will build health metrics, drive risk-based prioritization, and provide leadership with clear visibility of reliability and improvement opportunities.

You will lead a team of incident professionals, ensure blameless post-incident reviews, and partner with Engineering, Product, Security, and Mission Control to align with the product roadmap.

Qualifications

• 5-8 years leading Major Incident/Problem Management teams.
• Proven people management in incident-focused roles.
• Strong metrics and reporting for operational health.
• Familiarity with ITIL or similar service frameworks.
• Calm, structured decision-making under pressure.
• Post-incident review practices and action tracking.
• Atlassian ITSM tools experience (Jira/Confluence/Statuspage).
• Excellent English communication to executives and engineers.

Responsibilities

• Lead the Incident, Change, and Problem Management programs end-to-end with a risk-based prioritization.
• Define, maintain, and report operational health metrics and incident trends.
• Deliver regular leadership reports highlighting systemic patterns and risks.
• Coach and develop Major Incident Managers and ensure structured incident command.
• Own Post-Incident Review process and drive measurable improvements.
• Own and improve Change Management with clear classification and approvals.
• Collaborate with Engineering, Product, Security, and Mission Control on risk and governance.
• Use data to identify recurring failures and drive corrective actions.

Skills

People management

Incident management

Problem management

Change management

ITIL familiarity

Executive communication

SRE/NOC coordination

Data-driven decisions

Risk-based prioritization

AI tooling familiarity

Tools

Jira Service Management

Confluence

Statuspage

Job description

Sonar in Geneva seeks a Manager of Major Incident Management to own incident, change, and problem governance across critical systems. You will build health metrics, drive risk-based prioritization, and provide leadership with clear visibility of reliability and improvement opportunities.

You will lead a team of incident professionals, ensure blameless post-incident reviews, and partner with Engineering, Product, Security, and Mission Control to align with the product roadmap.