Data Center IT Operation Manager
Description
About the Role
In a data center, Smart Hands is what customers call when they need something done right and done now. As Smart Hands Manager, you own that function, and with it, a significant part of how DayOne's service quality is experienced by some of the world's largest technology companies.
Reporting to the Campus Director, you will lead all remote hands and network connectivity operations across the campus: installations, migrations, cabling, incident response, and everything in between. You will manage a team of technicians, set the operational standard, and keep service delivery sharp enough that customers trust DayOne to act on their behalf inside their infrastructure. This role sits at the intersection of technical execution and customer relationship, and the best people in it take both sides equally seriously.
Your Responsibilities
Team Leadership
Lead, schedule, and develop Smart Hands Technicians, building a team capable of handling the full range of customer and operational requests to a consistently high standard
Coach and mentor technicians on the job, conduct regular performance reviews, and drive capability development across the team
Plan and balance workload to ensure consistent service delivery without gaps in coverage
Service Delivery and SLA Management
Oversee all Smart Hands task execution: installations, migrations, patching, power cycling, hardware swaps, visual inspections, and structured cabling
Ensure timely response and resolution of customer tickets in full compliance with Service Level Agreements (SLAs); own the outcome, not just the process
Coordinate with Facilities, Security, Network, and Customer Operations teams during incidents, change activities, and maintenance events
Process and Quality
Develop and maintain Smart Hands Standard Operating Procedures (SOPs), work instructions, and quality assurance checklists
Ensure all work activities are accurately documented, tracked, and closed in the ticketing system
Conduct regular audits to verify adherence to safety, security, and operational standards across the campus
Customer and Stakeholder Management
Represent DayOne directly with colocation customers during technical reviews, audits, and site tours; your professionalism here is part of the product
Work closely with the Campus Director on resource planning, workload balancing, and service performance reporting
Resolve customer concerns with speed and clarity, keeping internal teams aligned throughout
Requirements
Technical
Degree or diploma in Engineering, Information Technology, or a related technical field
Substantial experience in data center Smart Hands, IT field services, or technical operations, with proven experience managing a technical team
Strong working knowledge of structured cabling standards, basic network and hardware troubleshooting, and data center best practices
Understanding in rack & stack, space, capacity planning and optimization
Familiarity with ITIL processes: Incident, Change, and Request management
Comfortable working within ticketing and asset management systems
Willingness to work after hours during critical events when required
Soft Skills
Customer-facing confidence: able to represent DayOne with professionalism during escalations, audits, and customer visits
Detail-oriented and process-disciplined: closes tasks completely and accurately without being chased
Composed under pressure: able to manage multiple concurrent requests without dropping standards or communication
To Have
ITIL Foundation certification or equivalent
Experience in hyperscale environments and multi-tenant data hall operations
Familiarity with Malaysian data center regulatory and safety compliance frameworks