Major Incident Manager

We are still at the beginning of our growth journey, so we are putting new processes, technologies, and tools in place on a continuous basis. Your role is a pivotal engineering contributor to the tooling and services to automate and enhance the software development lifecycle, empowering our fellow SonarSourcers to deliver with speed, confidence, and security. You would be a member of a team that delivers solutions across all of our 5 offices: Austin (Texas, US), Geneva (Switzerland), Bochum (Germany) and Singapore. As a Major Incident Manager, you use and create automation tools to monitor and observe production infrastructure services both on premises and in the cloud. You are allergic to repetitive tasks, preferring to maximize automation and reliability. You are expert in change management, infrastructure management, system support, and configuration management.

Responsibilities

System Health Monitoring, Alert Triaging, and Error Budget Management: Dedicate time to monitoring critical security infrastructure (e.g., identity platforms, firewalls, compliance systems) and core infrastructure components, focusing on dashboards tied to SLOs, triaging high-severity alerts, and analyzing Error Budget burn rate; Infrastructure as Code (IaC) and Policy as Code Development: Spend the largest portion of time writing, reviewing, and testing code (e.g., Python, Go, Terraform, or proprietary tools) to automate deployment, configuration, and security hardening of infrastructure; Toil Elimination and Automation of Operational Tasks: Identify, scope, and implement automated solutions for manual, repetitive, and time-consuming tasks related to security patching, compliance checks, certificate rotations, or infrastructure maintenance; Security Pipeline and Observability Maintenance: Maintain and enhance DevSecOps security tools integrated into CI/CD pipelines and ensure end-to-end logging, metrics, and tracing systems are robust; Incident Response Engineering and Post-Mortem Action: Participate in on-call rotation and engage in engineering solutions from post-mortems, turning root causes into preventative measures implemented via code and reducing MTTR

Requirements

Deep IaC Expertise: Professional experience provisioning and managing complex infrastructure using tools like Terraform or CloudFormation (AWS), or similar tools like Ansible or Puppet for configuration management; Cloud/Platform Experience: Hands-on experience with a major cloud provider (AWS, GCP, Azure) or managing large-scale internal/private cloud infrastructure; SLO/SLI Implementation: Practical experience defining, measuring, and reporting on Service Level Indicators (SLIs) and Service Level Objectives (SLOs) for critical services; Logging/Metrics/Tracing Stacks: Proven experience with modern observability platforms (e.g., Prometheus/Grafana, ELK/EFK stack, proprietary systems, or vendor solutions like Datadog/Splunk) for proactive issue identification; Networking: Strong understanding of core networking concepts (TCP/IP, DNS, Load Balancing, Firewalls, Proxies) sufficient to debug complex service connectivity and latency issues; Automation of Security Controls: Experience implementing security best practices via code, such as automated vulnerability scanning, configuration hardening, secret management (e.g., HashiCorp Vault), and key rotation; Identity and Access Management (IAM): Practical experience managing large-scale IAM systems (e.g., implementing least-privilege policies, single sign-on); Incident Management: Experience running or significantly contributing to post-incident reviews (post-mortems) and prioritizing resulting engineering work (error budget management)

Benefits

Relocation support