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.