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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, hardware, power, security, and workflow teams). We focus on smart growth with an emphasis on automation, data driven engineering, cost-effectiveness, and environmental sustainability. We deliver the core infrastructure and foundational technologies for Microsoft’s over 200 online businesses including Azure, Bing, MSN, Office 365, Xbox Live, Skype, and OneDrive. Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers. Our portfolio is built and managed by a team of subject matter experts working 24x7x365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

The Cloud Interconnection and Acquisitions team is responsible for the acquisition of Fiber, Edge, Egress and Peering solutions supporting all of Microsoft’s online services infrastructure. We work with various network engineering, capacity, and long-range planning teams on a collaborative basis to ensure the Microsoft network has the highest quality and availability globally.

We are looking to hire a Network Problem Manager to manage, govern, and support Change and Problem Management processes for the business, including critical responsibilities within the Cloud Interconnection and Acquisitions team.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Problem Management

• Coordinate between various support teams to identify the root cause of all Network Delivery problems, create supporting documentation and drive problem tasks to prevent recurrence

• Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem

• Creating Root cause Analysis (RCA) and associated documents that identify and track problems through the lifecycle

• The ability to assess & apply the right sense of urgency in driving resolution for problems to meet the business need and monitor the effectiveness of the implemented solution (measured impact)

Change Management:

• Maintain information/data about problems and the appropriate workarounds and resolutions.

• Responsible for both reactive and proactive problem management

• Able to identify repeatable, chronic issues and identify root cause with plan

• Continuously improve & maintain the problem management process and related procedures

• Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of problem management process

• Present RCA, reporting and remediation plans to Leadership Team and other Executive stakeholders

• Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree AND 2+ years experience in change management, problem management, problem/pattern recognition, engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 1+ year(s) experience managing cross-functional and/or cross-team projects.

• ITIL Foundations certification

• 1+ years of experience in Problem and Change Management

• 2+ years of experience in any of the following: Telco, Network Engineering, Network Operations Center, Data Center, Hyperscaler, or related

Other Requirements:

The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. 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.

Additional or Preferred Qualifications

• Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 4+ 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).

Technical Program Management IC3 - The typical base pay range for this role across the U.S. is USD $94,300 - $182,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $120,900 - $198,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .