Enterprise Solutions Manager

11 11 Systems • USA - Virtual, US,

1d • $113,000 - $133,000

About The Position

11:11 Systems is seeking a dynamic and experienced Enterprise Solutions Manager (ESM) to lead and manage technical service delivery for large and complex accounts. The ESM will direct the design, implementation, and lifecycle management of 11:11 Systems’ solutions, leading a support team of subject matter experts across multiple platforms, operating systems, storage, and network technologies. This role involves acting as a trusted advisor, providing strategic business and technology support to customers for both their production and recovery environments. The ESM is responsible for relationship development and management with key internal and customer stakeholders and executives, translating business needs into actionable plans.

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 experience within complex environments.
• At least one professional certification (e.g., ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.
• Functional knowledge and experience on Windows Server.
• Functional knowledge and experience on Virtualization; including VMWare & Hyper-Vs.
• Functional knowledge and experience on Networking; including routing and switching, security, and firewalls.
• Functional knowledge and experience on Storage & backup services/administration.
• Functional knowledge and experience on Database; Understanding of data models and data flows in complex multitier database and application environments.
• Functional knowledge and experience on Unix/Linux.
• Functional knowledge and experience on BCP & DR scenarios/solutions.
• Functional knowledge and experience on Multi-Tier Application architecture design.
• Strong interpersonal skills, customer service skills and communication skills.
• Problem-solving skills to be able to resolve technical issues.
• Ability to train customers to use systems and software.
• Must be legally eligible to work without visa sponsorship.

Nice To Haves

• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc.

Responsibilities

• Document and understand the customer’s current, future/desired state, business goals and challenges, capabilities, and IT investments.
• Provide technical and strategic direction from initial solution design to steady state, based on industry and 11:11 Systems best practices.
• Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and 11:11 Systems value.
• Implement and manage effective governance practices and procedures across contracted scope of responsibilities (including change, incident, request, event, problem, and vendor management).
• Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer.
• Direct lifecycle management (LCM) activities to maintain up-to-date technical documentation, including production & recovery configurations, application dependency maps, run books and procedures, patching schedules, overall solution architecture document, recovery strategies/plans, and contract changes.
• Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability.
• Manage service/relationship risk areas and takes steps to mitigate.
• Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer.
• Participate in engineering efforts required to develop new capabilities to meet customer requirements, document results and sample deliverables.
• Identify sales opportunities and collaborate with Account Executives to grow revenue.
• Process customer self-service sales requests when needed.
• Meet/Exceed SLA targets by driving service management disciplines around incident, change, and problem management.
• Develop content and effectively lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Additional duties as assigned.

Benefits

• Comprehensive healthcare plan options
• Retirement plan with company match
• Life, other supplemental insurances
• Paid time off and company holidays
• New Parent Leave
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior