Job description
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.
RequirementsDiploma 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.