Microsoft Network Commercial Escalation Manager 

United States 

289769287

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.

Minimum Qualifications:

• Bachelor's Degree AND 4+ years’ experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
  • 2+ years’ experience managing cross-functional and/or cross-team projects.

Other Requirements:

These requirements include, but are not limited to, the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Bachelor's Degree AND 8+ years’ experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
  • 6+ years’ experience managing cross-functional and/or cross-team projects.
  • 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).

Microsoft will accept applications for the role until July 1, 2024.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• 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.

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