Data Center Operations Supervisor (Location: Cyberport)

Position Overview:

We are seeking a highly qualified and experienced professional to join our team as an AISC (Artificial Intelligence Supercomputing Centre) Operations Supervisor. The AISC Supervisor is a hands-on leadership position responsible for managing L1 and L2 support functions while acting as a key interface between IT teams, business users and external service providers. The successful candidate will play a critical role in ensuring service stability, driving incident resolution, improving ITSM processes and enhancing the overall user experience within a business-critical and fast-paced operational environment.

Responsibilities:

• Lead and continuously improve the overall IT Service Management (ITSM) function in accordance with ITIL principles and industry best practices.

• Take ownership of Incident Management, ensuring service disruptions are effectively prioritized, escalated and resolved within agreed timelines.

• Manage the end-to-end Service Request lifecycle, ensuring requests are properly logged, assigned, monitored and completed.

• Lead and manage Level 1 and Level 2 IT support teams, ensuring effective workload allocation, escalation and service delivery.

• Act as a senior escalation point for major incidents and business-critical technology issues.

• Ensure appropriate initial triage, troubleshooting and ticket classification before escalation to specialist technical teams.

• Coordinate closely with infrastructure, application and other technology teams to resolve complex incidents.

• Develop regular service reports to provide visibility into incident trends, service performance and areas for improvement.

• Identify opportunities for automation, process optimization and service improvement to increase operational efficiency.

• Coach and develop team members through regular feedback, training and performance management.

• Promote a strong customer-service culture across the IT support function.

• Identify opportunities for automation, process optimization and service improvement to increase operational efficiency.

• Coach and develop team members through regular feedback, training and performance management.

• Promote a strong customer-service culture across the IT support function.

Qualifications & Experience:

• Minimum 3 years of relevant experience in IT Service Management, IT Operations, Service Delivery or End-User Support.

• Strong hands-on understanding of Incident Management, Major Incident Management, Service Request Management and escalation processes.

• Experience managing L1/L2 support operations within a sizeable or complex enterprise environment.

• Strong experience in SLA/KPI management, service reporting and performance monitoring.

• Availability to work at Pok Fu Lam and Kowloon Bay. * Relevant certifications (e.g., NCA-AIIO) will be considered a plus.

How to Apply:

Attractive remuneration package and fringe benefit will be offered to the right candidate. Interested parties please send your resume with cover letter, stating current and expected salary to the Human Resources & Administration Department by clicking Apply Now.

For more information about us, please visit the corporate website at https://www.oneas1a.com/

Equal employment opportunities apply to all applicants. All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes. Only short-listed candidates will be invited for interview. The company will retain the applications for a maximum period of 12 months and may refer suitable candidates to other vacancies within the Group.