Manager - Major Incident Management (copy)

Sonar • Austin, TX

8d • Hybrid

About The Position

Sonar helps prevent code quality and code security issues from reaching production, amplifies developers' productivity in concert with AI assistants, and improves the developer experience with streamlined workflows. Sonar analyzes all code, regardless of who writes it — your internal team, genAI, or third parties — resulting in more secure, reliable, and maintainable applications. Rooted in the open source community, Sonar’s solutions support over 30 programming languages, frameworks, and infrastructure technologies. Today, Sonar is used by +7M developers and 400K organizations worldwide, including the DoD, Microsoft, NASA, MasterCard, Siemens, and T-Mobile.

We believe in developing great products that are supported by great internal teams and a strong culture. We are highly committed to and obsessed with the company, users, each other, and our open source community. We have high standards and hold each other accountable for acting with positivity, dedication, thoughtfulness, empathy, and passion daily.

We are deliberate with our decisions with high clarity of intention. At the same time, we feel extreme urgency and move forward quickly.

And lastly, we are highly effective and operationally efficient. We operate collectively as One Team to accomplish our goals.

At Sonar, CODE is more than just an acronym – it's a mindset that defines daily operations.

Why You Should Apply:

At Sonar, we’re a group of brilliant, motivated, and driven professionals working hard to help supercharge developers to build better, faster. Sonar helps to continuously improve code quality and code security while reducing developer toil. This means that developers can focus on doing more of what they love and less of what they don’t. Our solutions don’t just solve symptoms of problems – we help fix issues at the source – for all code, whether it's developer-written, AI-generated, or from third parties.

We have a dynamic culture with employees worldwide and hub offices in the USA, Switzerland, the UK, Singapore, and Germany. Team members should be able to come to work every day, work on a product they are proud of, love what they do, and feel energized by their peers. With our roots deep in the open source community, we’re all about the mission: supercharge developers to build better, faster.

The impact you can have
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.

Requirements

• 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)
• Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders

Nice To Haves

• Experience using or developing AI tooling to enhance correlation, accuracy, and speed for outage resolution and problem management

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees