Shift Lead / Duty Manager

Supervise the on-shift technical team across multiple disciplines.

• Manage shift performance against agreed SLAs.

• Coordinate incident response, technical priorities, and resource allocation during the shift and act as the first escalation point and initiate the major-incident procedure when required.

• Conduct effective shift handovers and maintain accurate shift logs.

• Ensure ITSM incident/service records are properly completed.

• Ensure CMDB updates and other required technical records are completed during the shift.

• Monitor shift performance, handover quality, incident coordination, and safety compliance.

Requirements

Diploma or Degree in IT, Engineering, or a relevant technical discipline.

• ITIL Foundation certification.

• Minimum *6 years* of ICT support experience, including supervisory experience within a 24x7 operational environment.

• Supervisory or team-leadership training.

• Broad technical understanding across ICT and operational technology environments.

• Proven experience supervising technical teams and managing operational incidents.

• Excellent communication, coordination, and shift-management capabilities.