Major Incident Management Manager at SonarSource in Genève

Keywords

• Major Incident Management
• Change Management
• Problem Management
• ITIL
• Operational Metrics

Summary

As Manager of Major Incident Management at SonarSource in Geneva, you will lead incident, change, and problem management programs with a data-driven, risk-based approach. You will coach a team of Major Incident Managers and drive operational health metrics for a global engineering organization.

Job Description

SonarSource is a global company founded in Geneva, trusted by over 7 million developers and 75% of the Fortune 100. As Manager of Major Incident Management, you will own how Sonar prevents, responds to, and learns from incidents across its critical systems, driving a data-driven, risk-based approach to operational excellence.

• Lead the Incident, Change, and Problem Management programs end-to-end, applying a risk-based framework to prioritize efforts that reduce organizational risk
• Define, maintain, and report on operational health metrics covering service availability, incident trends, change success rates, and residual risk
• Deliver regular operational reporting to leadership, surfacing systemic patterns and areas of elevated risk with clear recommendations
• Coach and develop a team of Major Incident Managers, setting expectations for structured incident command, stakeholder communication, and post-incident follow-through
• Own the Post-Incident Review process, ensuring blameless analysis that turns findings into prioritized problem records and measurable improvements
• Partner with Engineering, Product, Security, and Mission Control to align on risk appetite and reduce time to mitigation

• 5–8 years of experience managing teams delivering Major Incident Management and Problem Management in multinational, distributed companies
• Proven people management experience leading operational or incident-focused teams (Incident Managers, SRE, NOC/Command Center)
• Strong understanding of ITIL or similar service management frameworks, 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 such as Jira Service Management, Confluence, and 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, tailored to executives, engineers, and non-technical stakeholders

A global, diverse team across offices in Silicon Valley, London, Bochum, Barcelona, Singapore, Tokyo, and the Washington, D.C. area. SonarSource is committed to diversity, equity, and inclusion and is willing to support relocation for the right candidate.