Senior Global Infrastructure OCC Analyst

The Global Operations Control Centre (GOCC) is responsible for the monitoring and operation of Rentokil Initial’s physical and virtual IT infrastructure, network services and application hosting, within our global hosting facilities, offices and branches.

Main Purpose of role:

Day-to-day management of global IT infrastructure services underpinning our business services and providing global infrastructure operations support to the Rentokil Initial businesses. Operating within the Rentokil Initial IT Service Management (ITSM) Framework,the GOCC is responsible for the analysis, investigation, and resolution of global infrastructure incidents and problems.

The senior role will include team coordination and the resolution of more complex technical issues that the team may require further assistance with, triaging escalations, and prioritizing accordingly based on business impact. This is an incredibly important role as it will provide support to the OCC manager to enact changes to processes and ensure the team is trained appropriately on new services or technologies that are transitioned into operational support.

Tasks and responsibilities:

Infrastructure service monitoring, responding to alerts and taking action to ensure availability of network services and associated infrastructure.

Provide an escalation point for Global support teams for operational issues.

Incident management using our ITSM Framework and platform (ServiceNow).

Coordination of regular systems maintenance tasks (configuration, patching, policy compliance).

Perform operational procedures, including software & hardware configuration, installation and maintenance.

Creating documents and maintaining documentation repositories for system configuration changes. Including video and documented procedures.

Configure deploy and support VMWare, Microsoft, Redhat, Cisco, and Aerohive, technologies and a variety of other devices.

Liaise with our IT business partners and Service Delivery team to maintain service across the organisation.

Point of contact for security operations incidents to ensure they are acted upon in a timely manner to remediate any security risks driven by information security toolsets.

Small works / Project implementation such as global upgrades of our endpoint protection tool and security remediation activities driven by security status dashboards.

Person profile

Experience:

Demonstrates a passion for world-class infrastructure technology operations.

Demonstrates excellent analytical problem solving abilities.

Basic scripting (Python or any coding experience with a high-level language).

Monitoring of a medium to large scale infrastructure environment.

Ability to install, configure and maintain infrastructure systems and solutions to specification.

Excellent attention to detail when performing tasks and add extra value to complete tasks to a high standard.

Ability to identify improvements to processes and procedures and communicate them with team to effect change.

Good knowledge of 2 or more of the following products/solutions:

Hypervisor - VMware vSphere

Storage - Nutanix / vSAN

Platforms - Windows Server or Linux Red Hat

End User Compute - Citrix XenApp

Networking Fundamentals - Cisco Technologies, HPE Aruba(Switches, Firewalls or Routers), SD-WAN.

Requirements:

Knowledge & skills:

Excellent task management and prioritisation of activities.

Excellent collaboration and communication in a global virtual team environment.

Able to operate in a busy Global Infrastructure Operations environment.

Awareness of ITIL service management framework.

Operate within Service Level Agreements (SLAs) to manage incidents

Process oriented, perform duties as described following operating procedures.

Understands business priorities and the importance of relevant availability of business services.

Relevant Qualifications

Desirable

ITIL® Foundation in IT Service Management

HNC In Computing or equivalent

Required experience

Experience working in at least one of the following scenarios:-

3-5 years minimum experience working in an IT NOC or similar IT operations support role at an advanced level.

Benefits:

• Competitive salary
• Hybrid working
• Rentokil Initial Reward Scheme
• 23 days holiday, plus 8 bank holidays
• Employee Assistance Programme
• Death in service benefit
• Healthcare
• Free parking

At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.

We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to ([email protected]) if you need anything

Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.