IT Support, Specialist

DayOne; Hong Kong; On-site; HKD 450,000 - 750,000; Full time

Job summary

DayOne, a global data infrastructure leader, seeks an experienced ITSM Lead to own end-to-end ITSM operations across Incident, Service Request, Problem and Change Management. You will ensure SLA/OLA adherence and serve as escalation point for critical incidents.

The role requires hands-on ITSM tooling (ServiceNow, Jira) and Microsoft 365 administration, with a focus on governance, compliance (SOX/ISO 27001), and driving continuous improvement across regions.

Qualifications

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

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.

Skills

ITSM leadership

Communication & stakeholder management

Analytical problem-solving under压力

Mentorship / coaching

Education

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Microsoft 365 administration

Active Directory / Azure AD

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.