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

Sumber: JobStreet. Sila rujuk iklan asal untuk maklumat terkini.