Shift Lead - Senior IT Support & Incident Owner

Numerator; Indiana (PA); On-site; USD 85,000 - 110,000; Full time

Job summary

Numerator is seeking a Shift Lead within the Central Support Team to oversee a four-person shift and provide advanced 2nd line support across bespoke Worldpanel applications. You will act as primary escalation for complex incidents, manage major incidents, and ensure high-quality support for global users.

The role requires strong troubleshooting, ITIL/ITSM experience, and demonstrated leadership within a support or application engineering function.

Qualifications

• 5–8+ years in Application Support / Systems Engineering / SRE with leadership responsibilities.
• Experience in cloud platforms (AWS, Azure, or Google Cloud).
• ITIL experience desirable; formal certification is a plus.
• Strong English verbal and written communication skills.

Responsibilities

• Act as Shift Lead for a team of three 2nd Line Application Support Engineers.
• Own end-to-end incident lifecycle during shift: triage, assignment, escalation, resolution tracking.
• Lead Major Incident Management and coordinate cross-team communication.
• Provide hands-on 1st and 2nd line support across various apps and services.
• Ensure SLA adherence and oversee shift workload and prioritization.
• Mentor engineers and ensure clear incident documentation in ITSM tools.
• Conduct shift handovers and align work with ITIL processes.

Skills

Windows Server

ITIL/ITSM knowledge

Leadership/People management

Incident management

L3/L2 support experience

SLA/KPI governance

English communication

Tools

Jira

Postman

Wireshark

Fiddler

PowerShell

Bash

Python

Job description

Numerator is seeking a Shift Lead within the Central Support Team to oversee a four-person shift and provide advanced 2nd line support across bespoke Worldpanel applications. You will act as primary escalation for complex incidents, manage major incidents, and ensure high-quality support for global users.

The role requires strong troubleshooting, ITIL/ITSM experience, and demonstrated leadership within a support or application engineering function.