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:
● 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.
Requirements:
● 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:
o Hypervisor - VMware vSphere
o Storage - Nutanix / vSAN
o Platforms - Windows Server or Linux Red Hat
o End User Compute - Citrix XenApp
o Networking Fundamentals - Cisco
