Xalient Group

Xalient Leeds, United Kingdom Managed Services - Support Hybrid Company Description 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. At this time, we are only considering candidates who have the right to work in the United Kingdom without the need for visa sponsorship, now or in the future. Position This is a hybrid role based in our Leeds, England office, with on-site work required around 1-2 times per week. Candidates must be within a reasonable distance and able to commute comfortably as needed. Reporting to the Service Operations Manager, you will lead the response to high-priority incidents, make critical decisions under pressure and coordinate cross-functional teams. 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: Own the Incident and Major Incident processes with a focus on resolving incidents as quickly as possible. 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. 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. Attend post incident reviews for major incidents promoting Incident Management activities and gaining feedback. Work with the CSM / CDM's to track CSI opportunities within incident Management. Own the Jeopardy Management function with a focus on minimising customer escalations, aged incidents and SLA breaches. Line manage the Incident Managers, promoting a collaborative and accountable culture within the team. Requirements What you'll need: 3+ Years Experience in an Incident Management Role. Strong interpersonal and communication skills, with proven ability in decision-making, documentation writing, troubleshooting, and analytical problem-solving. Good knowledge of ITIL or hold ITIL certification. Experience of working with ITSM tools. Preferred Qualifications: Good knowledge and understanding of IT networking such as routers, switches and firewalls. (knowledge of Silver Peak / Aruba SDWAN would be an advantage) Other information Offer: Work with cutting-edge cloud security technologies. Collaborative and dynamic work environment. Opportunities for professional growth and certifications. Competitive benefits package. Flexible benefits fund 25 days annual leave, plus bank holidays 1 day extra holiday for your birthday Pension Private medical insurance Salary Range: £45,000 - £53,500 (dependent on experience) 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.

Overview 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. 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. Position This 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.