Xalient 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.
Reporting to the Service Operations Manager, you will lead the response to high-priority incidents and make critical decisions under pressure. Your role will be key to minimising disruption, maintaining stakeholder confidence, and driving improvements that protect service performance and operational resilience.
What you’ll be doing
* Responding to a reported service incident and initiating the incident management or major incident process.
* 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.
* Act as the primary point of contact for internal senior stakeholders during incidents, delivering clear, timely and strategic communication.
* Coordinate technical and business resources to resolve incidents quickly and effectively.
* Write post incident reviews and attend post incident review meetings for major incidents promoting Incident Management activities and gaining feedback.
* Work with the Client Service Operations Manager to track CSI opportunities within incident Management.
* Own the Jeopardy Management function with a focus on minimising customer escalations, aged incidents and SLA breaches.
* Produce executive-level incident reports and summaries.
* Any other duties as requested by management.
* 3+ Years Experience in an Incident Management Role.
* Major Incident Management experience.
* Excellent interpersonal and communication skills.
* Ability to develop good working relationships with stakeholders at all levels.
* Excellent decision-making ability.
* Excellent documentation writing skills.
* Excellent troubleshooting and analytical skills.
* Good knowledge of ITIL or hold ITIL certification.
* Experience of working with ITSM tools such as Servicenow.
Advantage but not essential
* Knowledge of SaaS software such as Zscaler.
Equal Opportunities Statement
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.
Our Commitment to Diversity