Network Commercia Escalation Manager

$117,200 - $229,200/Yr

Microsoft - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

10,001+ employees

Publishing Industries

About the position

The Network Commercial Escalation Manager at Microsoft plays a critical role in managing network supplier incidents and relationship issues that require escalated attention. This position is essential for navigating complex network situations, ensuring timely and effective solutions across multiple teams and suppliers. The role emphasizes collaboration, problem-solving, and the ability to drive resolution for incidents impacting the business.

Responsibilities

• Work with the NOC (Network Operations Center) in resolving Dark Fiber Plant incidents with network suppliers.
• Partner with network suppliers and internal cross-functional teams to solve complex network supplier related incidents.
• Assess and apply the right sense of urgency in driving resolution for incidents to meet business needs.
• Lead commercial escalation with a network supplier during complex incidents and bridge calls.
• Work with network suppliers to improve the accuracy of inventory and maintenance events.
• Understand contract terms and how they relate to supplier metrics and adherence.
• Ensure the right resources are available to investigate, identify, and resolve the root cause of problems.
• Create RCA's and associated documents that identify and track problems through their lifecycle.
• Maintain information/data about problems and the appropriate workarounds and resolutions.
• Manage chronic issues with a network supplier including recovery of service credits.
• Participate in a 24x7 on-call rotation within the Network Commercial Escalation team.

Requirements

• 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.
• Ability to meet Microsoft, customer and/or government security screening requirements.

Nice-to-haves

• 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).

Benefits

• Health insurance
• Dental insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development
• Employee discount programs