0159 Support for Cloud Service Management

Job title: 0159 Support for Cloud Service Management in USA at DEFTEC Corporation
Company: DEFTEC Corporation
Job description: 2025-0159 Support for Cloud Service ManagementRemoteDEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.Position OverviewSupporting NATO throughout all its geographical locations, the NCI Agency is looking for Support for Cloud Service Management, joining the journey of NATO's modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services. NCI Agency - Cloud Operations CenterThe NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO's IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security-by-design approach, and ensuring a seamless transition to a modern, collaborative workplace environment. To achieve these goals, we are building a Cloud Operations Center under the Cloud Portfolio, operating under the NATO Enterprise Cloud Operating Model (NECOM) and under the guidance of the Cloud Center of Excellence (CCoE).NCI Agency - Cloud Centre of Excellence (CCoE)The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.The ideal candidate will have expertise in Cloud Service Management processes and public cloud financial operations. Strong analytical, problem-solving, and organizational skills are required.Job Responsibilities

• Provide support for ITSM processes, including incident, problem, and change management.
• Ensure adherence to ITSM best practices and policies.
• Assist in documenting ITSM activities and maintaining process efficiency.
• Collaborate with internal teams to improve IT service delivery.
• Develop and maintain dashboards to track operational and financial metrics.
• Generate reports on system performance, incident trends, and cloud expenditures.
• Work with stakeholders to define key performance indicators (KPIs).
• Utilize reporting tools to provide insights and recommendations for improvements.
• Monitor and manage cloud expenses across multiple cloud providers (i.e. AWS, Azure,).
• Track and analyze cloud resource usage and cost allocation.
• Implement cost optimization strategies in coordination with engineering and finance teams.
• Support budget planning and forecasting for cloud expenditures.
• Assist in invoice processing, reconciliation, and financial reporting.
• Work with procurement and finance teams to manage vendor contracts and cloud service agreements.
• Ensure compliance with financial governance policies related to cloud spending.
• Supports and monitors the implementation of IT service changes and procedures
• Determines methods and processes for IT service changes
• Provides status reports for implemented IT service changes to senior management.
• Generates schedule and time estimates for IT service changes.

Required Qualifications

• Experience in ITSM processes and support.
• Strong knowledge of reporting and dashboarding tools (e.g., Power BI, ServiceNow reporting).
• Familiarity with public cloud financial management (AWS Cost Explorer, Azure Cost Management, etc.).
• Understanding of cloud cost optimization and financial operations best practices.

• Strong organizational skills to manage multiple tasks and priorities effectively.
• Ability to work in a fast-paced environment and collaborate with cross-functional teams.
• Excellent analytical, problem-solving, and communication skills.

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO SECRET security clearance or national equivalent.
• Willing to work during Central European Time (CET) standard work hours.

DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement.DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.AAP/EEO StatementDEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type based on actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding , and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local lawJob Posted by ApplicantPro
Expected salary:
Location: USA
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