Position overview

We are seeking a motivated Graduate Incident Manager to join our dynamic team at Xapo Bank. In this role, you will support the Continuous Improvement team to effectively monitor, manage and resolve incidents to ensure minimal impact on business operations. You will work closely with engineering, security, operations and customer success teams to record, classify and communicate Incidents and coordinate efforts to restore services as quickly as possible.

This entry-level position is perfect for recent graduates, or individuals starting their careers in IT service management or digital operations, to gain hands-on experience in a fast-paced environment. 
You will be trained on our incident management, response and reporting processes where you will gain exposure to industry-standard tools. 

Responsibilities

• Incident Reporting and Response: Ensure that incidents are promptly reported, accurately classified and response actions are swiftly initiated.
• Escalation Support: Learn to apply the company’s escalation protocols, ensuring incidents are efficiently prioritised and directed to the right teams.
• Stakeholder Communication: Assist in notifying relevant stakeholders of incidents and provide regular status updates as directed by senior team members.
• Recovery: Work with responding teams to drive incident recovery and restore services, ensuring that normal operations resume within target SLA’s.
• Closure and Post-Incident Review: Verify that the incident has been fully resolved and document the incident including impact, key metrics, Root Cause Analysis, lessons learned and improvement actions.
• Data Tracking & Analysis: Assist with incident data tracking and analysis, helping to improve data collection at a more granular level, that can be used to enhance reporting.
• Reporting & Metrics: Create monthly and quarterly incident reports to track key metrics, identify trends and provide actionable insights.
• Collaboration: Work closely with various technical teams to understand the company’s infrastructure, gaining exposure to proactive problem-solving.
• Continuous Improvement: Provide feedback to the senior team on potential process improvements, contributing to enhancing incident management procedures.  You will also need to effectively monitor and drive the completion of improvement actions from PIR’s.

Skills needed

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Knowledge of ITIL/ITSM: Basic understanding of IT service management principles (familiarity with ITIL is an advantage).
• Technical Aptitude: Interest in IT infrastructure, incident management tools, and monitoring software.
• Communication Skills: Strong written and verbal communication skills, able to assist in clear, concise incident reporting.
• Analytical Mindset: A detail-oriented approach with an eagerness to learn and apply problem-solving skills.
• Team Collaboration: Ability to work well within a team environment and contribute to shared team goals.

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.