Microsoft Network Commercial Escalation Manager 

United Kingdom, England, London 

980168228

is responsible fordesigning, building, andour unified global datacenters; managing the demand planning and capacityof our unified infrastructure; and forOur infrastructure

is responsible for

As a Network Commercial Escalation Manager at Microsoft, you willbe responsible forhandling Network Supplier incidents and relationship issues that require escalated attention and resolution. Your role will be crucial in navigating complex networkand effective solutions.

Required Qualifications:

• Relevantexperience in Problem, Supplier or Change Management disciplinesa must
• RelevantexperienceinNetwork Engineering, NOC, Data Center,Hyperscaler, or Telecom Supplier experiencerequired
• Relevantexperienceworking 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)
• Relevantexperienceexperience in data analytics and reporting
• Relevantexperienceexperience 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
• Relevantexperience working in or around network infrastructure
• ITIL Practitioner certified or higher with a focus on Service Lifecycle andmainly withinService transition,operationand CSI
• PowerBIexperience
• PMP certification

• 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.

• monitorthe 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 thatidentifyand track problems through the lifecycle

• Maintain information/data about problems and theappropriate workaroundsand 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