Senior ITSM & Infrastructure 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

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.