[Hiring] Team Lead, Engineering @Numerator

Role Description

The Shift Lead is a senior member of the Central Support Team and is responsible for overseeing the smooth operation of a four‑person shift supporting a wide range of bespoke applications and services used across Worldpanel by Numerator. This is a shift-based position operating on a 28‑day rotating Pitman schedule across both days and nights.

• Acting as the Shift Lead for a team of three 2nd Line Application Support Engineers.
• Owning the end‑to‑end management of incidents during your shift, including triage, assignment, escalation, and resolution tracking.
• Leading Major Incident Management (MIM) when required, coordinating communication between stakeholders, technical teams, and management.
• Providing hands-on 1st and 2nd Line technical support across a diverse set of applications and services.
• Overseeing shift workload, ensuring effective prioritisation and SLA compliance.
• Providing guidance, mentoring, and real‑time support coaching to the 2nd Line Engineers on shift.
• Ensuring all incidents and requests are logged, updated, and documented clearly in the ITSM system (e.g., Jira).
• Serving as the shift’s primary point of contact for cross‑functional teams including Dev, QA, Infrastructure, SME groups, and 1st Line support.
• Conducting handover briefings between shifts to maintain continuity and visibility of ongoing or high‑priority issues.
• Upholding and aligning the team’s work with ITIL practices (Incident, Problem & Change Management).

The shift will be based on a 28-day rotating pitman model:

• Early: 06:00 - 15:00
• Middle: 14:00 - 23:00
• Night: 22:00 - 07:00

Qualifications

• 5–8+ years in Application Support / Systems Engineering / SRE, with substantive leadership responsibilities.
• Certifications in Linux, WebSphere, or database management would be an added advantage.
• Experience in cloud platforms (AWS, Azure, or Google Cloud).
• ITIL experience (Incident, Problem, Change) desirable; formal certification is a plus.

Requirements

• Experience leading support or technical teams (formal or informal leadership).
• Ability to allocate work, manage priorities, and supervise the performance of engineers during the shift.
• Confident in taking ownership of major incidents, driving resolution, and coordinating multi‑team responses.
• Ensuring timely stakeholder communication and accurate incident updates.
• Strong knowledge of Windows Server and Windows OS; basic–intermediate Linux skills.
• Strong understanding of application architectures (web apps, client/server, APIs).
• Strong SQL proficiency, including writing SELECT queries and joining tables.
• Understanding of DNS, DHCP, TCP/IP.
• Not required, but highly valued: PowerShell, Bash, Python.
• Ability to investigate complex technical issues and break them down logically.
• Strong English verbal and written language skills.

Benefits

• User empathy and professionalism.
• Managing expectations around SLAs and timelines.
• Collaborating with Dev, QA, Infrastructure teams or other SMEs for deeper issues.
• Mentoring lower tiers and uplifting supportability.