Graduate Incident Manager

Summary

Join Xapo Bank's dynamic team as a Graduate Incident Manager and work remotely from anywhere in the world. Support the Continuous Improvement team in monitoring, managing, and resolving incidents to minimize business disruptions. Collaborate with various teams to record, classify, and communicate incidents, ensuring swift service restoration. This entry-level position offers hands-on experience in a fast-paced environment, training on incident management processes, and exposure to industry-standard tools. Gain valuable experience in IT service management or digital operations while contributing to a globally impactful organization. The role involves incident reporting, escalation support, stakeholder communication, recovery efforts, and post-incident reviews.

Requirements

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

Responsibilities

• Ensure that incidents are promptly reported, accurately classified and response actions are swiftly initiated
• Learn to apply the company’s escalation protocols, ensuring incidents are efficiently prioritised and directed to the right teams
• Assist in notifying relevant stakeholders of incidents and provide regular status updates as directed by senior team members
• Work with responding teams to drive incident recovery and restore services, ensuring that normal operations resume within target SLA’s
• Verify that the incident has been fully resolved and document the incident including impact, key metrics, Root Cause Analysis, lessons learned and improvement actions
• Assist with incident data tracking and analysis, helping to improve data collection at a more granular level, that can be used to enhance reporting
• Create monthly and quarterly incident reports to track key metrics, identify trends and provide actionable insights
• Work closely with various technical teams to understand the company’s infrastructure, gaining exposure to proactive problem-solving
• 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

Benefits

• Work 100% remotely from anywhere in the world
• Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge
• Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals