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.

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.