Global Reach Service Assurance Account Executive

Responsibilities

• Serve as the senior operational lead and escalation authority for Global Reach–related outages and service impairments, particularly those involving partner or vendor delivered solutions.
• Lead incident management of major global outages, including multi-region and multi-carrier incidents involving submarine cable cuts.
• Drive severity classification, escalation, troubleshooting alignment, and restoration efforts across geographically dispersed networks.
• Act as the central point of coordination to eliminate gaps, duplication, and ambiguity across internal and external stakeholders.
• Own end-to-end communication for Global Reach service-impacting events, ensuring timely, accurate, and consistent updates.
• Translate complex submarine and backbone network issues into clear, confidence-building communications for customers, executives, and boards.
• Partner with engineering, product, sales, cable consortiums, vendors, and marine repair authorities.
• Deliver consolidated, customer ready communications that clearly articulate service impact, mitigation actions, and restoration timelines across multiple providers and regions.
• Anticipate stakeholder concerns and proactively brief Sales and CSM teams on incident status, customer risk, and recommended talking points.
• Define, measure, and track service assurance KPIs related to incident recurrence, SLA performance, and response effectiveness.

Qualifications

• Minimum of eight (8) years of experience in telecom, network operations, or service assurance environments.
• Expertise in supporting global, multiregional network services, particularly those delivered through third-party partners or vendors.
• Deep operational knowledge of submarine cable systems, including design, capacity planning, route diversity, wet-plant and dry-plant components, landing stations, and backhaul integration.
• Hands-on experience managing: International submarine consortiums and private cable systems, fault localization, marine repair coordination, and RFS (Return-to-Service) execution, planned maintenance, cable upgrades, and lifecycle management.
• Strong understanding of geopolitical, regulatory, and environmental considerations impacting global submarine networks.
• Deep fluency across IP/MPLS, optical transport, coherent DWDM, SDN/NFV, and traffic engineering in global backbone environments.
• Experience integrating submarine systems with terrestrial backbone networks and cloud edge infrastructures.
• Strong understanding of network observability, telemetry, AI-driven fault detection, and service assurance automation.
• Proven ability to manage multiparty incident response across internal teams and external suppliers.
• Strong understanding of carrier-to-carrier operations, partner SLAs, severity management, and escalation frameworks.
• Proven ability to influence without authority and drive results across organizational and company boundaries.
• Exceptional written and verbal communication skills, with the ability to engage both technical and executive audiences.
• Ability to perform effectively in high severity, high-pressure, customer impacting situations.
• Strong organizational, analytical, and prioritization skills with attention to detail.

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave