Senior Specialist, IT Support

About the role

DayOne is seeking a Senior Specialist in IT Support to lead end‑to‑end ITSM operations across its global data‑center business. You will act as the primary escalation point for critical incidents, drive continuous improvement, and ensure compliance with audit standards.

Key responsibilities

• Own Incident, Service Request, Problem, and Change Management processes, ensuring SLA/OLA compliance.
• Serve as escalation lead and incident commander for high‑priority events.
• Maintain ITSM governance, SOPs, and audit readiness (SOX, ISO 27001).
• Provide Level 2/3 support for Microsoft 365, endpoints, networking, servers, and Active Directory/Azure AD.
• Configure and administer ITSM tools such as ServiceNow or Jira Service Management.
• Drive automation and shift‑left initiatives to reduce ticket volume and resolution time.
• Manage vendor relationships and stakeholder communication.
• Track KPIs, produce performance reports, and maintain knowledge‑base articles.
• Mentor junior engineers and promote a culture of ownership.

Required profile

• 5–8 years of experience in IT support or ITSM, with senior or lead responsibilities.
• Strong knowledge of ITIL practices; ITIL Foundation certification preferred.
• Proven ability to lead incident response and mentor technical staff.
• Excellent analytical, problem‑solving, and communication skills.

Required skills

• ServiceNow or Jira Service Management administration.
• Microsoft 365 administration.
• Active Directory / Microsoft Entra ID (Azure AD) management.
• Networking fundamentals and server administration.