Enterprise Solutions Manager

Job Description:

• Lead and manage technical service delivery on large and complex accounts
• Direct the design, implementation, and lifecycle management of 11:11 Systems' solutions
• Lead a support team of subject matter experts across multiple platforms, operating systems, storage, and network technologies
• Provide strategic business and technology support and counsel across customers' production and recovery environments
• Develop and manage relationships with internal stakeholders, customer stakeholders, and executives
• Document customers' current and desired states, business goals, challenges, capabilities, and IT investments
• Provide technical and strategic direction from solution design through steady state
• Serve as the single point of ownership for technology solutions and coordinate global resources
• Implement and manage governance practices across change, incident, request, event, problem, and vendor management
• Act as a trusted advisor and provide thought leadership
• Direct lifecycle management activities and maintain technical documentation, configurations, application dependency maps, runbooks, procedures, patching schedules, architecture documents, recovery strategies, and contract changes
• Develop recovery strategies to meet customer RTO/RPO and conduct periodic recoverability testing
• Manage service and relationship risks and mitigate them
• Support contract renewals by documenting and articulating customer value
• Participate in engineering efforts to develop new capabilities for customer requirements
• Identify sales opportunities and collaborate with Account Executives to grow revenue
• Process customer self-service sales requests when needed
• Drive service management disciplines around incident, change, and problem management to meet or exceed SLA targets
• Develop content and lead Monthly Service Reviews, Quarterly Business Reviews, and other strategic client meetings
• Follow the company's Code of Business Ethics, values, data handling agreements, work procedures, policies, data privacy practices, compliance training, and policy acknowledgements
• Perform additional duties as assigned

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field
• 10+ years of professional IT experience
• At least 3 years of demonstrated experience related to Enterprise-focused TAM role, Solution Architecture, and customer-facing service delivery within complex environments
• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud
• At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2), or equivalent demonstrable skills and experience
• Functional knowledge and experience with Windows Server virtualization, including VMware and Hyper-V
• Functional knowledge and experience with networking, including routing and switching, security, and firewalls
• Functional knowledge and experience with storage and backup services/administration
• Understanding of data models and data flows in complex multitier database and application environments
• Unix/Linux knowledge
• Knowledge of BCP and DR scenarios/solutions
• Knowledge of multi-tier application architecture design
• Strong interpersonal, customer service, and communication skills
• Problem-solving skills to resolve technical issues
• Ability to train customers to use systems and software
• Must be legally eligible to work without visa sponsorship