Incident Manager

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.

Position

Reporting to the Service Delivery Lead, you will be responsible for the management and resolution of incidents within Xalient and its customers. You will work to identify and resolve incidents in a timely and efficient manner while ensuring that all relevant parties are kept up to date on the status of the incident. In some cases, you may also be responsible for developing and implementing processes and procedures for Incident management.

It will be a mix of US Hours and IST Hours – 2 week rota

What you'll be doing

• 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.

What you'll need

• 1 Year of experience in an incident management role.
• Major incident management experience.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and build strong relationships internally and externally
• Excellent decision-making ability.
• 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)
• Ability to work a mix of US and IST hours on a 2 week rota

Offer

• Competitive salary
• Remote, work from home
• Work mobile
• Laptop
• IT Set Up 25,000 INR (after passing your 6 months’ probation)
• Joining bonus of 50,795 paid 3 months after starting
• 18 days annual leave
• 12 regional and national holidays
• Extra 1-day annual leave for your Birthday.
• Medical insurance
• EAP – Employee assistance programme
• Referral bonus scheme, of 60,000 INR

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