Manager - Major Incident Management
TLDR
Own incident management initiatives, guiding strategic and data-driven approaches to enhance operational health and service reliability across critical systems at Sonar.
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
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
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.
Flexible comprehensive employee benefit package.
We encourage usage of our robust time-off allocations. You will receive 23 days of PTO per calendar year (on a pro-rated basis depending on your employment start date), with additional time provided for sickness, life events and holidays.
We offer an exciting 401(k) plan that has a 4% match, fully vested on day one of participation.
Fully paid parking in the heart of downtown Austin, Texas.
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.
Monthly catered events, and team events
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, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you need any accommodation, please reach out to us at [email protected].
All offers of employment at Sonar are contingent upon the results of a comprehensive background check and reference verification conducted before the start date.
We do not currently support visa candidates in the US.
Applications that are submitted through agencies or third party recruiters will not be considered.
SonarSource builds powerful code quality and security tools that help developers prevent issues in software production. Targeting development teams and organizations of all sizes, their solutions streamline workflows and enhance productivity, leveraging both human and AI-driven contributions. With support for over 30 programming languages and widespread adoption, SonarSource is committed to creating secure, reliable, and maintainable applications.
- Founded
- Founded 2008
- Employees
- 51-200 employees
- Industry
- Internet Software & Services
- Total raised
- $45M raised