At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.
About the role
In the dynamic world of IT, incidents are an inevitable part of the journey. At xneelo, we don't just react to challenges; we embrace them as pivotal opportunities for growth and resilience. We're seeking a creative, intelligent, and resourceful Incident Management Practice Lead to propel our incident response and resolution capabilities to unprecedented levels.
Reporting directly to the Head of IT Infrastructure, you will be the definitive owner of xneelo's Incident Management practice. Your mission will be to embed its principles and practices deeply across the entire organisation, transforming every incident into a powerful learning experience.
Key Responsibilities:
Own and Evolve the Practice: Take full ownership of xneelo's Incident Management Practice, continuously refining processes, tools, and best practices.
Evangelise Incident Management: Champion the value and importance of a robust incident management culture across all teams.
Drive Process Excellence: Develop and implement streamlined incident processes, ensuring clarity, efficiency, and consistent application.
Empower Through Training: Design and deliver comprehensive training programs to equip all employees with the knowledge and confidence to effectively identify, report, and contribute to incident resolution.
Lead and Empower Champions: Steer our dedicated group of incident management champions, guiding their discussions to identify challenges and unearth key learnings. This will strengthen the group's capacity to drive incident management maturity across the organisation through effective incident handling and conducting blameless post-mortems.
Foster a Learning Culture: Cultivate an environment where every incident is seen as a crucial learning opportunity, systematically reducing the likelihood of future repeats.
Drive Continual Improvement: Apply a tenacious approach to identify root causes, implement preventative measures, and ensure ongoing enhancements to our systems and processes.
What You'll Bring:
You are an exceptional individual with a blend of critical skills and an invaluable mindset -
Exceptional Communication & Collaboration: An excellent communicator, both verbally and in writing, you excel at building rapport and fostering strong relationships. You get on well with people and are adept at navigating crucial conversations with a candid, "clear and kind" approach. You're comfortable partnering with product owners, engineering, support, and leadership to align on priorities, balance trade-offs, and implement incident practice improvements without unnecessarily disrupting product delivery. You also have experience working with 3rd party systems and collaborating with 3rd party suppliers.
Deep Technical Expertise & Experience: You possess relevant IT systems management experience, with a clear advantage in incident management. You have broad exposure relating to software systems, IT infrastructure & security, and data centers. Crucially, you have a successful track record at running Root Cause Analysis sessions, often known as Blameless Post-Mortems.
Growth Mindset & Innate Service: A fast learner, you embody humility, readily saying “I messed up” and “I don’t know, please help” when needed. You bring an innate customer service mindset to every challenge, understanding the profound impact of incident management on customer confidence.
Strategic & Operational Impact: You are able to bridge operational incident response with long-term resilience planning, actively contributing to process design, automation opportunities, and overall organisational incident readiness.
Strong Organisational Acumen: Possessing strong administrative and organisational skills, you can manage complex processes and documentation with precision and efficiency.
Why Join xneelo?
At xneelo, our sincere desire is for our team members to be inspired by their success and able to operate with a high level of discretion and autonomy, always guided by our principles and values. This role offers a unique opportunity to shape foundational operational excellence, contribute directly to customer satisfaction, and grow your expertise within a leading hosting provider. We hope this appeals to you and look forward to hearing from you.