Senior Incident Manager

Xalient Leeds, United Kingdom Managed Services - Support Hybrid

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.

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.

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)

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.