Manager - Major Incident Management (copy)

What You Will Do Daily:

• 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

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The Experience You Will Need:

• 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

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Why You Will Love It Here:

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.

Benefits of Working with Sonar:

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