[Hiring] Global Reach Service Assurance Account Executive @Zayo Group

Role Description

The Global Reach Service Assurance Account Executive (SAE) is responsible for ensuring the availability, reliability, and operational performance of Global Reach services delivered through Zayo and our Global partner and vendor ecosystems. This role serves as the single point of contact for all service assurance matters related to Global Reach network outages and service impairments for assigned strategic, multinational customers.

The Global Reach SAE acts as the operational quarterback and executive command contact during service-impacting events—coordinating response efforts across Zayo’s Network Control Center (NCC), external partners and vendors, Sales, Customer Success Managers (CSMs), and customers. The role owns end-to-end incident communication, escalation, and resolution, ensuring clarity of ownership, speed of response, and consistent, customer-ready messaging.

In addition to real-time incident management, the SAE leads post-incident governance, partner accountability, and continuous improvement initiatives, driving long-term service quality improvements across the Global Reach portfolio.

Responsibilities

• Global Reach Service Assurance & Incident Management
  • 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.
• Cross Functional & Customer Communication
  • Own end-to-end communication for Global Reach service-impacting events, ensuring timely, accurate, and consistent updates.
  • Executive-level customer engagement experience, including direct interaction with strategic enterprise, hyperscale, and government customers during high-severity events.
  • Translate complex submarine and backbone network issues into clear, confidence-building communications for customers, executives, and boards.
  • Proven partnership 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.
  • Translate complex, multivendor outage scenarios into clear, business focused narratives suitable for customer and executive audiences.
  • Act as a trusted customer advocate during high severity and high visibility service events.
• Partner & Vendor Operations Management
  • Serve as the operational liaison between Zayo NCC teams and Global Reach partners/vendors.
  • Evaluate and influence partner performance, including SLA adherence, and escalation effectiveness during incidents.
  • Identify systemic partner or vendor risks to internal stakeholders and drive mitigation strategies.
  • Contribute to and shape best practices around continuous improvement of partner integration, escalation models, and operational readiness.
• Post Incident Governance & Continuous Improvement
  • Lead post incident activities for Global Reach incidents, including:
    • Partner Root Cause Analysis (RFO/RCA)
    • Cross provider Service Improvement Plans (SIPs)
    • Trend analysis for repeat or systemic issues
  • Partner with internal teams and external providers to define, implement, and track preventive measures.
  • Develop and deliver customer facing post incident reports and operational review materials.
  • 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.

Requirements

• Knowledge of ITIL frameworks and formal incident/problem management methodologies.
• Experience with Root Cause Analysis (RCA/RFO) and Service Improvement Plans (SIPs).
• Background in IP, transport, fiber, managed services, or global connectivity solutions.

Benefits

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