Associate - Customer Support

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued. About the business area GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support. We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking. In this role, your key responsibilities include : Deep, hands-on multi-cloud expertise across AWS, Azure, OCI, and Google Cloud, with authoritative understanding of native cost and usage management tooling, Cloud pricing mechanics, consumption drivers, and contractual constructs. Discount and commitment programs (RI, Savings Plans, CUDs), including financial trade-off analysis and commitment risk management. Managing complex SaaS, consumption-based, and API-driven pricing models, including: AI and productivity services (e.g., Copilot and AI add-ons) and messaging & communication platforms (SMS, Email, bots), Cloud virtual desktop and end-user computing platforms with the ability to model unit economics, forecast demand, and control financial exposure. Practical application of FinOps operating models and best practices, including: Cost allocation and attribution aligned to business and product hierarchies. Budgeting, rolling forecasts, and variance analysis. Anomaly detection, optimization governance, and continuous cost lifecycle management. Mature chargeback/ show back frameworks suited for enterprise and banking models. Cloud infrastructure and platform services, spanning compute, storage, networking, databases, and PaaS offerings, with evaluate architectural decisions through cost, performance, resilience, and regulatory lenses. Advise on cost-efficient yet compliant architecture patterns. Software development and DevOps practices, including CI/CD pipelines, infrastructure as code, environment strategy, and how engineering behaviours directly impact cloud financial outcomes. Involve with cloud security, risk, governance, and compliance requirements, particularly within regulated or banking environments, and their Cost implications, Trade-offs between control, observability, resilience, and financial efficiency. Designing, validating, and consuming cloud cost data pipelines, including normalization of multi-cloud billing data to support executive dashboards, business and financial reporting, decision-support and investment governance. Stakeholder management and translate complex cloud cost, usage, and design decisions into clear financial narratives, Influence senior engineering leadership, finance, procurement, risk, and executive stakeholders & drive cost accountability and value-based decision-making across the organization. The ideal candidate should have the following experience: 7+ years of total professional experience, including 5+ years in Cloud Financial Management (FinOps), cloud cost optimization, cloud operations, or financial governance roles, preferably within large, regulated enterprises or banking environments. Bachelor’s degree in finance, Accounting, Computer Science, Information Technology, Engineering, or a related discipline. FinOps Certified Practitioner (FOCP) and FOCUS Analyst certification is mandatory, FinOps for AI certification is preferred Cloud Solutions Architect certification (AWS, Azure, or equivalent) desirable. Outstanding analytical and problem-solving skills, with exceptional attention to detail when working with high-volume, multi-cloud cost and usage datasets. Strong financial acumen, including: Budget ownership, purchase order management, shared cost allocation, forecasting, variance analysis, and financial guardrails. Unit cost analysis, marginal cost evaluation, and cost-to-serve modelling. Advanced cost modelling and forecasting capabilities, translating technical consumption patterns into: Financial forecasts. Business impact analysis. Investment and optimization recommendations. Expertise in cloud billing data interpretation and normalization, enabling accurate allocation, chargeback/ show back, auditability, and executive-ready reporting. Proven ability to drive behavioral change, influencing engineering, product, and business teams to adopt cost-aware architectures and FinOps best practices at scale within a regulated enterprise. What we offer: Comprehensive Benefits Package : This includes market-leading medical insurance, grou

Bachelor’s degree in finance, Accounting, Computer Science, Information Technology, Engineering, or a related discipline. 7+ years of total professional experience, including 5+ years in Cloud Financial Management (FinOps), cloud cost optimization, cloud operations, or financial governance roles, preferably within large, regulated enterprises or banking environments. FinOps Certified Practitioner (FOCP) and FOCUS Analyst certification is mandatory, FinOps for AI certification is preferred. Cloud Solutions Architect certification (AWS, Azure, or equivalent) desirable.

Deep, hands-on multi-cloud expertise across AWS, Azure, OCI, and Google Cloud, with authoritative understanding of native cost and usage management tooling, Cloud pricing mechanics, consumption drivers, and contractual constructs. Manage complex SaaS, consumption-based, and API-driven pricing models, including AI and productivity services, messaging & communication platforms, cloud VDI and end-user computing. Apply FinOps operating models and best practices: cost allocation and attribution, budgeting, rolling forecasts, variance analysis, anomaly detection, optimization governance, and continuous cost lifecycle management. Develop mature chargeback/showback frameworks for enterprise and banking models. Evaluate architectural decisions through cost, performance, resilience, and regulatory lenses; advise on cost-efficient yet compliant patterns. Enforce software development and DevOps practices (CI/CD, IaC, environment strategy) and consider cloud security, risk, governance, and compliance implications. Design, validate, and consume cloud cost data pipelines for executive dashboards, reporting, and investment governance. Translate complex cloud cost, usage, and design decisions into clear financial narratives; influence senior engineering leadership, finance, procurement, risk, and executives; drive cost accountability and value-based decision-making across the organization. Design and manage cloud cost data normalization for multi-cloud billing data; enable accurate allocation, chargeback/showback, auditability, and executive-ready reporting. Drive behavioral change toward cost-aware architectures and FinOps best practices at scale in a regulated enterprise.