Shift Lead / Duty Manager

About the role

Madre Integrated Engineering is looking for a Shift Lead / Duty Manager in Doha to supervise the on-shift technical team across multiple disciplines. The role covers shift performance, incident response, handovers and record keeping.

Key responsibilities

• 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.
• Initiate the major-incident procedure when required.
• Conduct effective shift handovers and maintain accurate shift logs.
• Ensure ITSM incident and 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.

Required profile

• Diploma or degree in IT, engineering or a relevant technical discipline.
• Minimum 6 years of ICT support experience, including supervisory experience in a 24x7 operational environment.
• Proven experience supervising technical teams and managing operational incidents.
• Excellent communication, coordination and shift-management capabilities.

Required skills

• ITIL Foundation certification.
• Supervisory or team-leadership training.
• Broad technical understanding across ICT and operational technology environments.