Senior Specialist, IT Support

DayOne; Hong Kong; Hybrid; HKD 600,000 - 800,000; Full time

Job summary

DayOne is seeking an ITSM Operations Manager to lead end-to-end IT Service Management in Hong Kong. You will oversee ITSM operations, ensuring adherence to SLAs while providing level 2/3 technical support across Microsoft 365 and core infrastructure.

The ideal candidate has 5–8 years of IT support experience, a solid knowledge of ITIL practices, and is passionate about service improvement. This is an opportunity to be part of a rapidly growing team.

Qualifications

• 5–8 years of experience in IT support/ITSM roles.
• Strong working knowledge of ITIL practices; ITIL Foundation certification preferred.
• Hands-on experience with ITSM tools and Microsoft 365.

Responsibilities

• Own and oversee end-to-end ITSM operations.
• Ensure SLA and OLA adherence for critical incidents.
• Drive continuous service improvement and manage vendors.

Skills

ITIL practices

ITSM tools (e.g. ServiceNow, Jira Service Management)

Microsoft 365 administration

Networking and servers knowledge

Analytical and problem-solving skills

Communication and stakeholder-management

Job description

Overview

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.

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

• 5–8 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, apply now and be part of our global journey.