Job
In dieser Position übernimmst du die Verantwortung für das Incident Management, entwickelst klare Metriken zur operationalen Gesundheit und leitest ein Team, um systematische Verbesserungen aus Incidents zu erzielen.
Job-Technologien
Deine Rolle im Team
- 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.
- 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.
Unsere Erwartungen an dich
Qualifikationen
- 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.
- Familiarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence, Statuspage).
- Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders.
Erfahrung
- 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).
- Experience establishing or maturing post-incident review practices and translating findings into systemic improvements.
- Experience using or developing AI tooling to enhance correlation, accuracy, and speed for outage resolution and problem management.
Unser Angebot
- Our culture and mission set us apart.
- We have a dynamic work culture that values respect and kindness and embraces the right to fail (and get right back up again!).
- Great people make a great company.
- We value people skills as much as technical skills and strive to keep things friendly while still being passionate leaders in our domains.
- We have a flexible work policy that includes 3 days in-office and 2 days work-from-home each week for those located near our office locations; some locations such as Dubai, India, Japan and Australia operate fully remotely.
- We have a growth mindset.
- We love learning and believe continuous education is critical to our success.
- In an ever-changing industry, new skills are necessary, and we're happy to help our team acquire them.
- As the leader in our field, our products and services are as strong as our internal team members.
- We embrace transparency with regular meetings, cascading messages and updates on the growth and success of our organization.
- Pension Scheme: 1st Pillar (Unterstützungskasse): Automatic, financed by Sonar, 3% of gross salary, an additional benefit in addition to your salary.
- Pension Scheme:2nd Pillar (bAV): Voluntary, 15% contribution by Sonar from social security savings.
- We encourage usage of our robust time-off allocations with 28 PTO days for our employees based out of the Geneva region, plus additional days based on seniority and circumstances.
- Sonar recognizes holidays on working calendar days.
- If the holiday date occurs on a Saturday, we will recognize the day on the preceding Friday.
- If the holiday date occurs on a Sunday, we will recognize the day on the following Monday.
- Public transport reimbursement of 60% for annual subscription.
- Global workforce with employees in 20+ countries representing 35+ unique nationalities.
- We have an annual kick-off somewhere in the world where we meet to build relationships and goals for the company.
Themen, mit denen du dich im Job beschäftigst
Job-Standorte
Das ist dein Arbeitgeber
SonarSource, ansässig in Vernier, Schweiz, entwickelt sowohl Open-Source- als auch kommerzielle Softwarelösungen zur fortlaufenden Analyse von Codequalität und Codesicherheit. Mit Produkten wie SonarQube, SonarCloud und SonarLint unterstützt das Unternehmen über 25 Programmiersprachen und wird von mehr als 7 Millionen Entwicklern weltweit verwendet. Die Wurzeln in der Open-Source-Community sind stark ausgeprägt, und das Unternehmen legt großen Wert auf Transparenz sowie kontinuierliche Verbesserung.
- Etablierte Firma
- Hybrid, Onsite
- Internet, IT, Telekom
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