Senior Global Infrastructure OCC Analyst

Rentokil Initial Group; Dudley; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global leader in pest control in Dudley seeks a skilled IT Operations Manager to oversee IT infrastructure services, manage incidents, and coordinate a team. The ideal candidate will have strong analytical skills, experience in IT operations, and a passion for technology. This role offers competitive salary and hybrid working options, ensuring support to our vital IT functions and team collaboration within a dynamic environment.

Benefits

Competitive salary

Hybrid working

Employee Assistance Programme

Healthcare

23 days holiday, plus 8 bank holidays

Qualifications

• 3–5 years in IT NOC or similar support role.
• Experience with medium to large scale infrastructure.
• Basic scripting in Python or high-level programming language.

Responsibilities

• Monitor infrastructure services and respond to alerts.
• Manage incidents via ITSM framework.
• Coordinate maintenance tasks and operational procedures.

Skills

Analytical problem-solving

Attention to detail

Task management

Communication

Collaboration in global environments

Education

ITIL® Foundation in IT Service Management

HNC in Computing

Tools

VMware vSphere

Windows Server

Linux Red Hat

Cisco Technologies

SD-WAN

Job description

Overview

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 prioritising 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.

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 adds 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:

Products/Solutions Knowledge

• 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.

Knowledge & Skills

• Excellent task management and prioritisation of activities.
• Excellent collaboration and communication in a global virtual 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

• ITIL® Foundation in IT Service Management
• HNC In Computing or equivalent

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

Equal Opportunity Employment

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 [e-mail] if you need anything.