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Job Information
Microsoft Corporation Network Commercial Escalation Manager in London, United Kingdom
Cloud Ops and Innovation (CO+I) is the engine that powers Microsoft’s cloud services. The team is responsible for designing, building, and operating our unified global datacenters; managing the demand planning and capacity utilization of our unified infrastructure; and for operating the physical infrastructure (including supply chain, hardware, power, security, and workflow teams). We focus on smart growth with an emphasis on automation, data driven engineering, cost-effectiveness, and environmental sustainability. We deliver the core infrastructure and foundational technologies for Microsoft’s over 200 online businesses including Azure, Bing, MSN, Office 365, Xbox Live, Skype, and OneDrive. Our infrastructure comprises a large global portfolio of over 100 datacenters and 1 million servers. Our portfolio is built and managed by a team of subject matter experts working 24x7x365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.
The Cloud Interconnection and Acquisitions team is responsible for the acquisition of Fiber, Edge, Egress and Peering solutions supporting all of Microsoft’s online services infrastructure. We work with various network engineering, capacity, and long-range planning teams on a collaborative basis to ensure the Microsoft network has the highest quality and availability globally.
As a Network Commercial Escalation Manager at Microsoft, you will be responsible for handling Network Supplier incidents and relationship issues that require escalated attention and resolution. Your role will be crucial in navigating complex network impacting situations, working across multiple teams or suppliers to ensure timely and effective solutions.
Responsibilities
Work with the NOC (Network Operations Center) in resolving Dark Fiber Plant incidents with network suppliers, including Civils, Permitting/Wayleaves, Outside and Inside Plant issues
Responsible for partnering with network suppliers and internal cross functional teams by removing boundaries and solving complex network supplier related incidents.
The ability to assess & apply the right sense of urgency in driving resolution for incidents to meet the business need and monitor the effectiveness of the implemented solution (measured impact)
Responsible for leading commercial escalation with a network supplier during complex incidents and bridge calls.
Able to work with network suppliers to improve the accuracy of inventory and maintenance events.
Able to work with network suppliers to improve KMZ accuracy.
Able to understand contract terms and how they relate to supplier metrics and adherence.
Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem
Creating RCA’s and associated documents that identify and track problems through the lifecycle
Maintain information/data about problems and the appropriate workarounds and resolutions.
Able to manage chronic issues with a network supplier including recovery of service credits
Responsible for managing network supplier “Get Well” programs.
Participate in a 24x7 on call rotation within the Network Commercial Escalation team
Qualifications
Required Qualifications:
Relevant experience in Problem, Supplier or Change Management disciplines a must
Relevant experience in Network Engineering, NOC, Data Center, Hyperscaler, or Telecom Supplier experience required
Relevant experience working in or around network infrastructure, including OSP and ISP infrastructure
Preferred Qualifications:
Understanding of related ITIL processes (primarily Incident Management)
Demonstrated experience developing and implementing reports that will aid in problem pattern recognition/identification and CSI
BS or BA degree (In lieu of degree, relevant work experience)
Relevant experience experience in data analytics and reporting
Relevant experience experience with AutoCAD and GIS solutions
Strong analysis and problem-solving skills
Good PC skills, MS office skills (Word, Excel, PowerPoint, Visio)
Excellent communication (oral and written) skills
Strong organizational and time-management skills
Prior program or project management experience
Relevant experience working in or around network infrastructure
ITIL Practitioner certified or higher with a focus on Service Lifecycle and mainly within Service transition, operation and CSI
PowerBI experience
PMP certification
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .