Data Center Operations Supervisor (Location: Cyberport)

OneAsia Network Limited; Hong Kong; On-site; HKD 500,000 - 700,000; Full time

Job summary

OneAsia Network Limited is seeking a Data Center Operations Supervisor to lead L1/L2 IT support, manage incident resolution, and drive ITSM improvements in a fast-paced data center environment at Cyberport.

The role emphasizes stakeholder liaison, triage, automation opportunities, service reporting, and coaching teams to deliver reliable, secure IT services to business users.

Qualifications

• Minimum 3 years of ITSM/IT operations experience.
• Strong incident management and escalation skills.
• Experience leading L1/L2 support teams in large enterprises.
• Availability to work at Pok Fu Lam and Kowloon Bay.

Responsibilities

• Lead and improve ITSM function based on ITIL principles.
• Own incident management and ensure timely resolution.
• Manage end-to-end service request lifecycle.
• Lead L1/L2 support teams, ensuring effective workload allocation.
• Act as senior escalation point for major incidents.
• Coordinate with infrastructure and application teams to resolve incidents.
• Develop regular service reports and identify improvement areas.
• Coach and develop team members and promote customer service.

Skills

ITSM

Incident Mgmt

Major Incident Mgmt

L1/L2 support

SLA KPI Mgmt

Service Reporting

Team Leadership

Process Improvement

Education

NCA-AIIO

Job description

Data Center Operations Supervisor (Location: Cyberport)

We are seeking a highly qualified and experienced professional to join our team as an AISC (Artificial Intelligence Supercomputing Centre) Operations Supervisor. The AISC Supervisor is a hands‑on leadership position responsible for managing L1 and L2 support functions while acting as a key interface between IT teams, business users and external service providers. The successful candidate will play a critical role in ensuring service stability, driving incident resolution, improving ITSM processes and enhancing the overall user experience within a business‑critical and fast‑paced operational environment.

Responsibilities:

• Lead and continuously improve the overall IT Service Management (ITSM) function in accordance with ITIL principles and industry best practices.
• Take ownership of Incident Management, ensuring service disruptions are effectively prioritized, escalated and resolved within agreed timelines.
• Manage the end-to-end Service Request lifecycle, ensuring requests are properly logged, assigned, monitored and completed.
• Lead and manage Level 1 and Level 2 IT support teams, ensuring effective workload allocation, escalation and service delivery.
• Act as a senior escalation point for major incidents and business‑critical technology issues.
• Ensure appropriate initial triage, troubleshooting and ticket classification before escalation to specialist technical teams.
• Coordinate closely with infrastructure, application and other technology teams to resolve complex incidents.
• Develop regular service reports to provide visibility into incident trends, service performance and areas for improvement.
• Identify opportunities for automation, process optimization and service improvement to increase operational efficiency.
• Coach and develop team members through regular feedback, training and performance management.
• Promote a strong customer‑service culture across the IT support function.
• Identify opportunities for automation, process optimization and service improvement to increase operational efficiency.
• Coach and develop team members through regular feedback, training and performance management.
• Promote a strong customer‑service culture across the IT support function.

Qualifications & Experience:

• Minimum 3 years of relevant experience in IT Service Management, IT Operations, Service Delivery or End‑User Support.
• Strong hands‑on understanding of Incident Management, Major Incident Management, Service Request Management and escalation processes.
• Experience managing L1/L2 support operations within a sizeable or complex enterprise environment.
• Strong experience in SLA/KPI management, service reporting and performance monitoring.
• Availability to work at Pok Fu Lam and Kowloon Bay. * Relevant certifications (e.g., NCA-AIIO) will be considered a plus.

For more information about us, please visit the corporate website athttps://www.oneas1a.com/

Equal employment opportunities apply to all applicants. All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes. Only short‑listed candidates will be invited for interview. The company will retain the applications for a maximum period of 12 months and may refer suitable candidates to other vacancies within the Group.

Information Technology Services 101-1,000 employees

OneAsia Network Limited

OneAsia is a leading IT services and solution provider in Asia providing cloud based solution as well as data centre services. OneAsia’s top-tier rated data centres are located across Asia to keep our customers connected from anywhere in the world with consistent

levels of quality, security and service.

Partnering with the technology leaders, OneAsia is able to offer a full range of cloud computing solutions, from infrastructure, management to application software to business of all sizes without additional capital investment or strong IT support. Furthermore,

OneAsia can customize data centre services such as colocation, managed services, optimization and business continuity based on customer requirements.

Flexibility, reliability, and security are the core values of OneAsia. With fully redundant infrastructure, well developed systems, multi-layered security and skilled personnel, OneAsia delivers professional and reliable services to customers. With an aim to

keep customers connected wherever and whenever they are, OneAsia is staying at the forefront of the industry with extensive infrastructure coverage in Greater China, Singapore, Malaysia and Vietnam.

OneAsia Network Limited

OneAsia is a leading IT services and solution provider in Asia providing cloud based solution as well as data centre services. OneAsia’s top-tier rated data centres are located across Asia to keep our customers connected from anywhere in the world with consistent

levels of quality, security and service.

Partnering with the technology leaders, OneAsia is able to offer a full range of cloud computing solutions, from infrastructure, management to application software to business of all sizes without additional capital investment or strong IT support. Furthermore,

OneAsia can customize data centre services such as colocation, managed services, optimization and business continuity based on customer requirements.

Flexibility, reliability, and security are the core values of OneAsia. With fully redundant infrastructure, well developed systems, multi-layered security and skilled personnel, OneAsia delivers professional and reliable services to customers. With an aim to

keep customers connected wherever and whenever they are, OneAsia is staying at the forefront of the industry with extensive infrastructure coverage in Greater China, Singapore, Malaysia and Vietnam.