Senior Major Incident & Change Leader

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

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.