IT Infrastructure Regional Lead

**Main Purposes of the role**:
Day to day management of global IT infrastructure services underpinning our business services and providing global infrastructure operations support to the company's businesses. Operating within the company IT Service Management (ITSM) Framework, the Global Operations Control Centre is responsible for the analysis, investigation and resolution of global infrastructure incidents and problems.

The Regional Lead is responsible for team coordination, resolving advanced technical issues escalated by the team, and managing escalations through triage and prioritisation based on business impact. This role also focuses on developing team knowledge, contributing to performance reviews and 121s, and acting as the senior escalation point within the region. This is an incredibly important role as it will provide support to the Operations Control Centre (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.

**_In this role you will be responsible for:_**
- 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.
- Feed into performance reviews and 121’s.
- Senior escalation point in the region.
- Team reporting on statistics.

**Requirements**:

- Minimum a Diploma in related discipline of studies with proven track record in IT computing environment
- 3- 5 years minimum experience working in an IT NOC or similar IT operations support role at an advance level

**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 process 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 (Switches, Firewalls or Routers), SD-WAN or MPLS

**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.
- Able to manage high priority (P1/P2) incidents impacting business operations (and potentially revenue).
- Operate within Service Level Agreements (SLAs) to manage incidents
- Process oriented, perform duties as described following operating procedures
- Understands business priorities and importance of relevant availability of business services.
- Demonstrates a rational and organised approach to work.
- Self motivated, able to manage and plan own time and self-development.
- Demonstrates excellent communication skills for effective dialogue with customers, suppliers and service delivery partners.
- Team player, able to work equally well with local operations team members and remote operations team members in regional Rentokil Initial offices.

**Benefits**

**_ Rewards and Benefits_**
- Attractive base salary
- Comprehensive Insurance Plans for Surgical & Hospitalization, Term Life and Personal Accident
- Out-patient & Specialist Coverage
- Dental & Optical Coverage
- Additional Retirement benefits
- Staff Purchase Plans

You will be welcomed into a friendly, robust and c