IT Support, Specialist

DayOne Data Centers HK Limited; Hong Kong; On-site; HKD 300,000 - 520,000; Full time

Job summary

DayOne, a leading data center operator in Hong Kong, seeks an experienced ITSM Lead to own end-to-end ITSM operations across Incident, Service Request, Problem, and Change Management in Hong Kong.

You will ensure SLA/OLA adherence, act as escalation point for major incidents, govern ITSM practices, and drive improvement and automation with ServiceNow/Jira Service Management, Microsoft 365, and core infrastructure. Lead regional teams and mentor juniors.

Qualifications

• 5+ years in ITSM roles with senior/lead capacity.
• Strong ITIL knowledge and governance oversight.
• Experience with ITSM tools: ServiceNow, Jira Service Management.

Responsibilities

• Own end-to-end ITSM operations (Incident, Service Request, Problem, Change).
• Ensure SLA/OLA adherence and act as escalation point for critical incidents.
• Govern ITSM practices and SOPs (SOX, ISO 27001) and audit readiness.
• Provide Level 2/3 support across Microsoft 365, endpoints, and core infra.
• Drive service improvement and automation to reduce tickets and resolution times.
• Manage vendors and stakeholder relationships to ensure timely issue resolution.

Skills

ITSM leadership

ITIL knowledge

Stakeholder management

Incident management

Tools

ServiceNow

Jira Service Management

Microsoft 365

Job description

Join DayOne – Shaping the Future of Data Infrastructure DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we've built a robust presence across Asia and Europe — and we're just getting started. As we expand into new international markets, we're looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it's an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure. If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne's next chapter.

Key Responsibilities

• Own and oversee end-to-end ITSM operations across Incident, Service Request, Problem, and Change Management.
• Ensure SLA and OLA adherence, and act as the primary escalation point for critical and high-priority incidents.
• Enforce ITSM governance and maintain SOPs in line with audit and compliance requirements (e.g. SOX, ISO 27001).
• Provide and coordinate Level 2/3 technical support across Microsoft 365, endpoints, and core infrastructure.
• Drive continuous service improvement and automation initiatives to reduce ticket volumes and resolution times.
• Manage vendors and engage stakeholders to ensure timely, effective issue resolution and service delivery.
• Track KPIs and produce regular service performance reporting and trend analysis for management review.
• Maintain knowledge-base articles and drive shift-left / self-service adoption.

Key Requirements

• 5 years of experience in IT support / ITSM roles, including a senior or lead capacity.
• Strong working knowledge of ITIL practices; ITIL Foundation certification (or higher) preferred.
• Hands-on experience configuring and administering ITSM tools (e.g. ServiceNow, Jira Service Management).
• Hands-on expertise with Microsoft 365 administration and end-user computing.
• Solid understanding of core infrastructure — networking, servers, and Active Directory / Microsoft Entra ID (Azure AD).

Leadership & Expectations

• Act as escalation lead and incident commander for major incidents.
• Mentor and develop junior engineers, sharing knowledge and best practices.
• Ensure service consistency across regions.
• Drive a culture of ownership and accountability in ticket handling and service quality.

Key Competencies

• Strong analytical and problem-solving skills under pressure.
• Excellent communication and stakeholder-management abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to prioritise and manage multiple competing demands.

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're ready to grow with one of the fastest-moving companies in the data center industry, and be part of our global journey.

DayOne is a data center pioneer that develops and operates next-gen digital infrastructure for industry leaders who demand reliable, cost-effective and quickly scalable solutions. Our cutting-edge facilities empower hyperscalers and large enterprises to achieve rapid deployment and enhance connectivity, driving transformative engagement and innovation as we shape the future of industries.

DayOne's data centers are located across key markets, including Singapore, Johor (Malaysia), Batam (Indonesia), Greater Bangkok, Hong Kong SAR, Tokyo, and beyond.

Headquartered in Singapore, DayOne's leadership team draws on over two decades of industry experience and a track record of building Asia's largest data center business.

With DayOne, they have created the SIJORI (Singapore, Johor, and Riau Islands) market as a global data center hub.

As demand for strategically located and customized data centers rises, DayOne's entrepreneurial spirit, customer-first strategy, deep local partnerships, and agile executional capabilities uniquely position us to power the growth ambitions of leading hyperscalers and large enterprises around the world.