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- Tasks: Manage incidents and ensure quick resolutions while leading critical incident processes.
- Company: Join Xalient, a global leader in identity-driven security and secure networking.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a work mobile.
- Why this job: Make a real impact in a dynamic environment with innovative tech solutions.
- Qualifications: 1 year of incident management experience and strong communication skills required.
- Other info: Hybrid role based in Leeds with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
OverviewXalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world\’s leading enterprises stay secure, connected, and ready for the future – bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.
Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia – delivering fast, tangible outcomes and long-term impact.
Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today\’s digital complexity with confidence.
At this time, we are only considering candidates who are currently authorized to work in the United Kingdom without the need for visa sponsorship, either now or in the future.
PositionThis is a hybrid role based out of our Leeds, UK office, with in-office work expected 2–3 times per week. Candidates should be located within a reasonable commuting distance.
Responsibilities
Oversee the Incident and Major Incident process with a focus on resolving incidents as quickly as possible.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Ensure all active and ongoing incidents are documented and clearly handed over to the incoming Incident Manager at the end of the shift, supporting smooth 24/7 service continuity.
Strengthen escalation and critical incident management – Provide clear leadership during high-impact incidents by taking ownership, ensuring timely engagement of the appropriate technical and management resources, and facilitating effective, customer-focused communication throughout the incident lifecycle.
Own and progress aged Incidents until they are successfully resolved.
Deputise for the Service Delivery Lead for any customer and internal meetings where required.
Responsible for generating regular incident reports.
Any other duties as requested by management.
Qualifications
1 Year of experience in an incident management role.
Excellent interpersonal and communication skills.
Ability to work under pressure and build strong relationships internally and externally
Excellent documentation writing skills.
Excellent troubleshooting and analytical skills.
Good knowledge of ITIL or hold ITIL certification.
Good experience knowledge of working with ITSM tools
Good knowledge and understanding of IT networks such as routers, switches and firewalls. (knowledge of Silver Peak / Aruba SDWAN would be an advantage)
Benefits
Work mobile
Laptop
25 days holiday
Extra 1 days holiday on your birthday
Private medical insurance
Pension
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.
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Incident Manager employer: Xalient Group
Contact Detail:
Xalient Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Xalient. A friendly chat can sometimes open doors that applications can't.
✨Tip Number 2
Prepare for the interview by brushing up on your incident management skills. Be ready to share specific examples of how you've handled incidents in the past – we love a good story!
✨Tip Number 3
Show off your communication skills during interviews. Remember, as an Incident Manager, clear and effective communication is key, so let your personality shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Incident Manager role. Highlight your experience in incident management and any relevant ITIL knowledge. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about incident management and how you can contribute to our team at Xalient. Keep it concise but impactful!
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and professional language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Xalient Group
✨Know Your Incident Management Basics
Make sure you brush up on your incident management knowledge, especially ITIL principles. Be ready to discuss how you've handled incidents in the past and what processes you followed to resolve them quickly.
✨Showcase Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly. Think about examples where you effectively communicated during high-pressure situations, as this will demonstrate your ability to lead during critical incidents.
✨Familiarise Yourself with ITSM Tools
Get comfortable with common ITSM tools and be prepared to discuss your experience with them. If you have specific examples of how you've used these tools to manage incidents, share those during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills. Think through potential incidents you might face in this role and how you would approach resolving them, focusing on your analytical and troubleshooting abilities.
