Founded in Geneva and now headquartered in Austin, Texas, Sonar has a global team working across offices and hubs, including Silicon Valley, London, Bochum, Barcelona, Singapore, Tokyo, and the Washington, D.C. area. At Sonar, we’re enabling enterprises to build agentic software factories that can move quickly while maintaining the control, consistency and evidence required to ship with confidence.
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.
What you will do
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
Experience and qualifications
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
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.
Applications that are submitted through agencies or third party recruiters will not be considered.
Sonar London, England Office
Sonar London Office Office
Office "1.04 – 1.05" - 33 Broadwick Street , London, United Kingdom, W1F 0DQ
