Network Commercial Escalation Manager

2 months ago

Singapur, Singapore Microsoft Full time
About the Role

Microsoft is seeking a highly skilled Network Commercial Escalation Manager to join our Cloud Operations team. As a key member of our team, you will be responsible for handling complex network supplier incidents and relationship issues that require escalated attention and resolution.

Key Responsibilities
  • Work with the Network Operations Center (NOC) to resolve Dark Fiber Plant incidents with network suppliers, including Civils, Permitting/Wayleaves, Outside and Inside Plant issues.
  • Partner with network suppliers and internal cross-functional 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 the effectiveness of implemented solutions.
  • Lead commercial escalation with network suppliers 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 a problem.
  • Create Root Cause Analyses (RCAs) and associated documents that identify and track problems through the lifecycle.
  • Maintain information/data about problems and the appropriate workarounds and resolutions.
  • Manage chronic issues with network suppliers, 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.
Requirements
  • 5+ years of experience in Problem, Supplier, or Change Management disciplines.
  • Years of experience in Network Engineering, NOC, Data Center, Hyperscaler, or Telecom Supplier experience required.
  • Years of working in or around network infrastructure, including OSP and ISP infrastructure.
  • Understanding of related ITIL processes (primarily Incident Management).
  • Demonstrated experience developing and implementing reports that aid in 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.

  • Network Commercial Escalation Manager

    3 weeks ago

    Singapur, Singapore Microsoft Full time

    Job Title: Network Commercial Escalation ManagerMicrosoft is seeking a highly skilled Network Commercial Escalation Manager to join our team. As a key member of our Cloud Interconnection and Acquisitions team, you will be responsible for handling Network Supplier incidents and relationship issues that require escalated attention and...

  • Network Commercial Escalation Manager

    5 months ago

    Singapur, Singapore Microsoft Full time

    Overview 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,...

  • Escalation Specialist

    2 months ago

    Singapur, Singapore Thales Full time

    Job Title: Escalation EngineerThales is seeking a skilled Escalation Engineer to join our team in Singapore. As an Escalation Engineer, you will be responsible for handling daily escalation tickets, collaborating with R&D teams, and providing consultation and assistance to team members.Responsibilities:Escalation ticket handling and resolutionCollaboration...

  • Escalation Specialist

    3 weeks ago

    Singapur, Singapore Thales Full time

    Job Title: Escalation EngineerThales is seeking a skilled Escalation Engineer to join our team in Singapore. As an Escalation Engineer, you will be responsible for handling daily escalation tickets, collaborating with R&D to resolve issues, and providing consultation and assistance to team members.Responsibilities:Escalation ticket handling and...

  • Escalation Specialist

    1 month ago

    Singapur, Singapore Thales Full time

    Job Title: Escalation EngineerThales is a global leader in aerospace, transportation, defence, security, and space. We are seeking an experienced Escalation Engineer to join our team in Singapore.Responsibilities:Handle daily escalation tickets and work closely with R&D to resolve issues.Consult with team members on their cases and provide...

  • Escalation Specialist

    2 months ago

    Singapur, Singapore Imperva Full time

    Job SummaryWe are seeking a highly skilled Escalation Engineer to join our team at Imperva. As an Escalation Engineer, you will be responsible for resolving complex and critical issues escalated by our Product Support team. Your expertise in Imperva solutions and ability to communicate complex situations to customers will be essential in this role.Key...

  • Escalation Specialist

    1 month ago

    Singapur, Singapore Imperva Full time

    Job Title: Escalation EngineerAt Imperva, we are seeking a highly skilled Escalation Engineer to join our team. As an Escalation Engineer, you will be responsible for resolving high and critical issues escalated by our Product Support team. You will work closely with our Support and R&D teams to analyze complex issues, communicate with customers, and drive...

  • Escalation Specialist

    2 months ago

    Singapur, Singapore Imperva Full time

    Job SummaryWe are seeking a highly skilled Escalation Engineer to join our team at Imperva. As an Escalation Engineer, you will be responsible for resolving complex and critical issues escalated by our Product Support team.Key ResponsibilitiesWork closely with Product Support and R&D teams to resolve high-priority issuesAnalyze complex situations and data to...

  • Escalation Specialist

    3 weeks ago

    Singapur, Singapore Imperva Full time

    Job SummaryAn Escalation Engineer will be responsible for resolving high and critical issues escalated by the Product Support team. The ideal candidate will have a strong background in Imperva solutions and excellent troubleshooting skills.Key ResponsibilitiesWork with the Product Support team to resolve complex issuesCollaborate with R&D to reproduce...

  • Escalation Resolution Specialist

    3 weeks ago

    Singapur, Singapore Thales Full time

    Job Title: Escalation Engineer Job Summary: As an Escalation Engineer at Thales, you will play a critical role in resolving complex technical issues and providing exceptional support to our customers. You will work closely with our R&D team to reproduce and resolve customer issues, and collaborate with other teams to ensure seamless support...

  • Escalation Specialist

    2 months ago

    Singapur, Singapore Thales Full time

    Job DescriptionThales is seeking a highly skilled Escalation Engineer to join our team in Singapore. As a key member of our support team, you will be responsible for handling complex technical issues and working closely with our R&D team to resolve them.Responsibilities:Escalate technical issues to R&D and collaborate with them to resolve problemsAnalyze and...

  • Lifts and Escalators Consultant

    3 weeks ago

    Singapur, Singapore TÜV SÜD Full time

    About the RoleWe are seeking a highly skilled and experienced Lifts and Escalators Consultant to join our team at TÜV SÜD. As a key member of our Real Estate and Infrastructure Division, you will be responsible for the operation and business development of lift advisory and smart lift services.Key Responsibilities:Develop and implement go-to-market sales...

  • Lifts and Escalators Expert

    4 weeks ago

    Singapur, Singapore TÜV SÜD Full time

    Job SummaryWe are seeking a highly skilled and experienced Lifts and Escalators Expert to join our team at TÜV SÜD. As a key member of our Real Estate and Infrastructure Division, you will be responsible for the operation and business development of lift advisory and smart lift services.Key ResponsibilitiesDevelop and implement a go-to-market sales...

  • Lifts & Escalator Consultant

    3 months ago

    Singapur, Singapore TÜV SÜD Full time

    Aufgaben You will be responsible for the Operation & Business Development of lift advisory and smart lift services within the Real Estate and Infrastructure Division. Key Responsibilities: Responsible for developing go-to-market sales strategy and tactics to achieve or exceed assigned revenue and profitability targets and grow customer base in...

  • Escalation Engineer

    3 months ago

    Singapur, Singapore Thales Full time

    Location: Singapore, SingaporeIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Escalation Engineer

    5 months ago

    Singapur, Singapore Imperva Full time

    An Escalation Engineer will require to works on mainly high and critical issues as escalated by the Product Support team with very complex factors involved, some of which are product bugs.Also, will need to engage member of Support and R&D (Product Development) and manage the communication between the teams. In some instances, they will need to communicate...

  • Lifts and Escalators Technical Specialist

    2 months ago

    Singapur, Singapore TÜV SÜD Full time

    Job SummaryWe are seeking a highly skilled and experienced Lifts and Escalators Technical Specialist to join our team at TÜV SÜD. As a key member of our Real Estate and Infrastructure Division, you will be responsible for the operation and business development of lift advisory and smart lift services.Key ResponsibilitiesDevelop and implement go-to-market...

  • Commercial Quality Assurance Manager

    1 month ago

    Singapur, Singapore People Profilers Full time

    Job Title: Commercial Quality ExecutiveAt People Profilers, we are seeking a highly skilled Commercial Quality Executive to join our team. As a key member of our organization, you will be responsible for ensuring the highest standards of quality in our commercial operations.Key Responsibilities:Quality Assurance: Provide support to commercial operations in...

  • Commercial Manager

    5 months ago

    Singapur, Singapore L'Oréal Full time

    As the Commercial Manager, you are under direction of the Commercial Director to implement the Division's sales & distribution strategy in sales outlets: Apply & lead the commercial business strategy at the regional level to achieve sell-in & sell-out sales target by focusing on the development and coaching of the team & fostering cooperation between...

  • Commercial Manager

    1 month ago

    Singapur, Singapore Currie & Brown Full time

    About Currie & BrownCurrie & Brown is a leading international physical asset management and construction consultancy, dedicated to advising clients worldwide with expertise and experience in multiple sectors and services.We are differentiated by our people, innovation, and reputation, with a genuine global office network.The RoleWe are seeking ambitious and...