Senior Enterprise Solutions Manager

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11:11 SYSTEMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

11:11 Systems is a leading provider of cloud solutions, offering services that include managed public and private cloud, data protection, disaster recovery, and security. The company focuses on modernizing IT infrastructures for businesses, enhancing resilience against threats, and simplifying management through advanced technology. With over 40 years of experience, 11:11 Systems leverages its deep expertise to tailor solutions for diverse industries such as education, government, and healthcare, ensuring high levels of security and compliance for its clients.

📋 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 customer production and recovery environments • Document and understand customers' current and desired future state, business goals, challenges, capabilities, and IT investments • Provide technical and strategic direction from initial 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 • Develop customer relationships and act as a trusted advisor • Direct lifecycle-management activities and maintain technical documentation, dependency maps, runbooks, procedures, patching schedules, architecture documents, recovery plans, and contract changes • Develop recovery strategies meeting customer RTO/RPO requirements and conduct periodic recoverability testing • Manage service and relationship risks and mitigate them • Support contract renewals by documenting and articulating customer value • Lead engineering efforts to develop new capabilities and ensure timely delivery and documentation • Identify sales opportunities and collaborate with Account Executives to grow revenue • Process customer self-service sales requests when needed • Drive service-management disciplines to meet or exceed SLA targets • Develop content and lead Monthly Service Reviews, Quarterly Business Reviews, and other strategic client meetings • Bring innovative ideas to grow the business and support escalations • Participate in team-level initiatives and create best practices • Mentor new team members and peers on processes and procedures • Handle company data according to data-handling agreements, procedures, and policies • Review and follow company 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 • 15+ years of professional IT experience • At least 5 years of experience in an enterprise-focused TAM role or solution architecture • 8+ years of customer-facing service delivery experience in complex environments • At least one professional certification, such as ITILv3, TOGAF, or PRINCE2, or equivalent demonstrable skills and experience • Functional knowledge of Windows Server virtualization, including VMware and Hyper-V • Knowledge of networking, including routing and switching, security, and firewalls • Knowledge of storage and backup services/administration • Understanding of data models and data flows in complex multitier database and application environments • Knowledge of Unix/Linux • Knowledge of BCP and disaster-recovery scenarios and solutions • Advanced knowledge of multi-tier application architecture design • Working knowledge of disaster-recovery principles and practices • Knowledge of public and private cloud • Excellent written skills for technical architecture, best-practice, and white-paper documents • Demonstrated ability to deliver improvements in problematic customer engagements • Strong interpersonal, customer-service, and communication skills • Bilingual fluency in Japanese and English required • Problem-solving skills to resolve technical issues • Ability to train customers to use systems and software • Must be legally eligible to work in the assigned country without visa sponsorship

🏖️ Benefits

• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc. • Annual compliance training certification and policy acknowledgements • Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions