Overview
Cloud Ops and Innovation (CO+I) is the engine that powers Microsoft's cloud services. We design, build, and operate unified global datacenters; manage demand planning and capacity utilization of our infrastructure; and operate physical infrastructure (supply chain, hardware, power, security, and workflow teams). We focus on smart growth with automation, data-driven engineering, cost-effectiveness, and environmental sustainability. Our infrastructure comprises a large global portfolio of datacenters and 1 million servers, supporting services for over 1 billion customers and 20 million businesses worldwide.
The Cloud Interconnection and Acquisitions team acquires Fiber, Edge, Egress, and Peering solutions supporting all of Microsoft's online services infrastructure. We work with network engineering, capacity, and long-range planning teams to ensure the Microsoft network has high quality and availability globally.
As a Network Commercial Escalation Manager, you will handle Network Supplier incidents and relationship issues requiring escalated attention and resolution. Your role will navigate complex network impacting situations, working across teams or suppliers to ensure timely and effective solutions.
Responsibilities
- Resolve Dark Fiber Plant incidents with network suppliers, including Civils, Permitting/Wayleaves, Outside and Inside Plant issues with the NOC.
- Partner with network suppliers and internal teams to remove boundaries and solve complex network supplier related incidents.
- Assess and apply the right sense of urgency in driving resolution for incidents to meet business needs and monitor implemented solution effectiveness.
- Lead commercial escalation with network suppliers during complex incidents and bridge calls.
- Work with network suppliers to improve inventory and maintenance events accuracy.
- Understand contract terms and how they relate to supplier metrics and adherence.
- Investigate, identify, and resolve root causes of problems, creating RCA's and associated documents.
- Maintain information/data about problems and workarounds/resolutions.
- Manage chronic issues with network suppliers including recovery of service credits.
- Manage network supplier 'Get Well' programs.
- Participate in a 24x7 on call rotation within the Network Commercial Escalation team.
Qualifications
- 5+ years of experience in Problem, Supplier, or Change Management disciplines.
- 5-10+ years in Network Engineering, NOC, Data Center, Hyperscaler, or Telecom Supplier experience required.
- 5-10+ years of working in or around network infrastructure.
- Understanding of related ITIL processes (primarily Incident Management).
- Demonstrated experience developing and implementing reports for problem pattern recognition/identification and CSI.
- BS or BA degree (In lieu of degree, 10+ years relevant work experience).
- 2+ years of experience in data analytics and reporting.
- 1+ years' 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.
Preferred Qualifications:
- BS or BA degree (In lieu of degree, 5+ years relevant work experience).
- 12+ years of experience working in or around network infrastructure.
- 12+ years of experience in data analytics and reporting.
- 12+ years of experience in Problem Management discipline.
- ITIL Practitioner certified or higher with a focus on Service Lifecycle and mainly within Service transition, operation, and CSI.
- PowerBI experience.
- PMP certification.
Benefits
- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
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