Service Management - Incident Manager
Jobbeschreibung
Genève, Genf, Schweiz
SonarSource
27.04.2024
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GenevaIT Operations – IT Ops /Full-time/ HybridSonar’s industry
leading solution solves the trillion-dollar challenge of bad code,
equipping developers and organizations to reach a problem-free state
in their codebase with Clean Code. Through its unique Clean as You
Code methodology, the organization has empowered 7 million developers
and 400,000 organizations across the globe to systematically deliver
better software. The Impact You Can HaveSonarSource is a software
development company that provides a suite of tools and services to the
software development community. Our tools help eliminate bugs and
vulnerabilities and promote quality code in the software development
process.Our product is already the standard solution that extends
Github, Bitbucket, and Azure DevOps. Our goal is to become the
ultimate online automatic code analysis solution, adopted by millions
of users for millions of projects and billions of lines of code.As our
service continues to gain popularity, we are expanding our Service
Management function to include new ownership around Incident, Event,
Problem, and Knowledge Management. We seek an experienced individual
to operate the Incident and Problem Management function across
SonarSource and help shape and build the Service Management capability
across the organization.We are seeking a highly motivated Major
Incident / Problem Manager to join our team. As a Major Incident
Manager, you will be responsible for leading the management of major
incidents and the development of a Major Incident andProblem
Management framework. You will work closely with key stakeholders,
service providers, and internal teams to ensure the timely and
effective resolution of major incidents and to continuously improve
the effectiveness of the incident management process.On a daily basis,
you willAct as the single point of contact for all major incidents,
ensuring timely and effective resolution to all issuesDevelop and
maintain strong relationships with key stakeholders, service
providers, and internal teams to ensure effective communication and
collaboration in the incident and problem management. Manage incident
communications to internal and external users.Conduct Root Cause
Analysis (RCA) for all major incidents while collaborating with the
engineering and operations teams that contributed to or were impacted
by the incident to ensure the underlying problems and corrective
actions are identified and addressed promptly.Continuously monitor and
improve the effectiveness of the Major Incident and Problem Management
process through metrics, KPIs, and regular reporting to management.The
skills you will demonstrate4 years of experience in Major Incident and
Problem Management.ITIL Foundation certification is preferred.Proven
track record in crisis management and the ability to influence and
collaborate with colleagues across teamsExperience with the needs of
operating a 24/7 platform.Excellent analytical and problem-solving
skills.Strong communication and interpersonal skills.Ability to work
independently and in a team environment.Comfortable in dealing with
change and complexity.Self-confident enough to challenge the status
quo and receive feedback.Working experience with tools like
ServiceNow, Jira, Opsgenie, Datadog, GitHub, Confluence, or other
similar tools.Why you will love it here• We value a safe work culture
- founded in respect, kindness, and the right to fail.• We hire great
people - we value communication skills as much as technical prowess
and we strive to create a work environment that allows for everyone to
succeed and feel empowered to do their best work. Our 500+
SonarSourcers from 35 different nationalities can relate!• Work-life
balance - a healthy work-life balance is very important at Sonar. •
Flexible hours - we schedule our days in order to be effective at
work, while also being able to enjoy life’s important moments.• We
promote continuous learning - in an ever-changing industry, learning
new skills is the key to growth and success! We're happy to support
all employees in this journey if desired. What we doAs Home of Clean
Code, Sonar is the ultimate solution to achieving Clean Code for
developers and organizations alike. The company was formed to develop
the open-source tool SonarQube, which has since become the go-to
standard in code quality management. We strive every day to pave the
way for developers, tackling the toughest issues head-on and pushing
the limits of what’s possible. Who we areAt Sonar we believe in
people, dedication, and innovation. We’re a team of problem solvers
who are passionate and relentless in their respective missions. We
want to work with people who are ready and willing to fasten their
seat belts and be part of an incredible ride! Our Core Values are:
Smarter Together, Excellence, Innovation, and Delivery. They reflect
our unique culture and we expect them to help shape and positively
strengthen our organization. If you want to learn more about our
culture, check out our blog post.Join us; we’ll be smarter and
stronger together!Sonar is an equal-opportunity employer and is
committed to treating every employee with equal respect and fairness.
We maintain a zero-tolerance policy toward any form of discrimination.
All candidates will receive equal consideration for employment without
regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, citizenship, age, veteran status,
disability, or any other legally protected status.