Support daily service delivery activities within the Services Engineering & Operations practice by facilitating the lifecycle of Azure and AWS service fulfillment requests.
Create or support the development of metrics or KPIs and the respective dashboards within Jira to continuously report on the project status and progress of our cloud clients.
Coordinate with ISSOs and Operations teams to support security governance and compliance activities
Receive newly deployed cloud engagements and onboard them into the steady state operating model
Support service management reporting and engagement performance monitoring in coordination with all cloud delivery teams to provide the client with end-to-end quality of service.
Interact as necessary with the Cloud Architects, Cloud Engineers, Cloud Operations, and Cloud Service Desk teams to communicate client mission and service requirements that lead to cloud strategy and architecture solutions. Candidate must be comfortable with cloud terminology and have a foundation of knowledge around cloud architecture.
Be comfortable with adhering to and promoting ITIL management processes, while utilizing agile-oriented frameworks for project and service delivery. Candidate is comfortable with task management within Jira projects and utilizing sprints to drive time-boxed initiatives
Maintain content management sites for the assigned engagements across platforms such as Confluence and Ensemble.
Maintain Jira projects and work comfortably with Kanban boards and/or scrums.
Experience with the Azure or AWS Public and/or Government Clouds
Minimum of 5 years IT industry experience, with 3+ years in a client facing role
Minimum of 3 years demonstrated experience with ITIL or similar service management practices.
AWS and/or Azure certifications
Agile method experience
Managed Services, Hosting, and Cyber Security experience