Technical Authority (NFVI)

Job Summary:

The Technical Authority (NFVI / Cloud Infrastructure & IP) is responsible for providing second-line technical support and governance across cloud infrastructure and IP domains. The role ensures platform stability, service continuity, and compliance through effective troubleshooting, coordination, and operational oversight.

Key Responsibilities:
Provide second-line technical authority support for Cloud Infrastructure and IP domains, ensuring adherence to operational standards and best practices.
Manage and support incident and problem management activities, including fault identification, troubleshooting, and service restoration.
Oversee configuration management to ensure system consistency, accuracy, and compliance.
Handle customer service requests (CSRs) and coordinate timely resolution with relevant teams.
Conduct audits (daily, periodic, and special events) to ensure system performance and compliance.
Support software management activities, including upgrades, patching, and lifecycle management.
Manage fault handling and follow up on restoration activities to ensure minimal service disruption.
Perform user access management and ensure proper access control and security compliance.
Support third-party hardware management, including coordination with vendors for issue resolution and maintenance.
Provide operational assessment and technical support for infrastructure and IP-related configurations.
Coordinate with internal support functions, vendors, and customer teams to ensure seamless operations and communication.
Contribute to maintaining service continuity, platform stability, and overall system performance.