Team Lead, Engineering - MyWP Support

Role Overview

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. Each shift consists of one Shift Lead and three 2nd Line Application Support Engineers. In this role, you will provide advanced 2nd Line technical support while also leading and coordinating your shift team. You will act as the primary escalation point for complex incidents, manage major incidents during your shift window, and ensure consistent delivery of high‑quality support across global users and systems. This is a shift-based position operating on a 28‑day rotating Pitman schedule across both days and nights. You will ensure operational coverage, maintain SLA adherence, and oversee incident, service request, and application issue handling throughout your shift. The ideal candidate has strong technical troubleshooting capabilities, experience working within ITSM/ITIL environments, and demonstrated leadership qualities within a support or application engineering function.

Role Description (What you will be doing)

• 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:

Shift pattern and will be rotating between the Early, Middle and night shifts so for example will do 3 days on the early shift, have 2 off, then 3 days on middle shift, 2 off, 3 on night.