Support for Cloud Service Management

Summary

Join the NATO Communications and Information Agency (NCI Agency) as Support for Cloud Service Management and contribute to the modernization of NATO's IT services. This remote position involves supporting ITSM processes, developing and maintaining dashboards, managing cloud expenses, and supporting budget planning. You will work with multiple cloud providers (AWS, Azure) and collaborate with internal teams. The role requires expertise in cloud service management, strong analytical and organizational skills, and excellent communication skills. A NATO SECRET security clearance or national equivalent is mandatory. The position offers the opportunity to work on a cutting-edge project within a collaborative environment.

Requirements

• 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
• Ability to work effectively as part of a team and share knowledge and resources
• Willingness to collaborate with colleagues to solve complex issues
• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure
• Full proficiency in the English language
• The candidate must have the nationality of one of the NATO nations
• The candidate must possess a NATO SECRET security clearance or national equivalent

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 analyse 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

Preferred Qualifications

French language proficiency is of advantage