Manager, Premier Accounts

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11:11 SYSTEMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🔒 Cybersecurity

Cloud • Cybersecurity • Disaster Recovery

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

• Manage a team of Enterprise Solution Managers • Proactively track ESM deliverables and ensure that state of accounts remain green. • Ensure that ESMs conduct Quarterly Business Reviews with customers and other strategic client meetings requested by customers. • Conduct quarterly account Lifecycle Management audits to verify the state of the account is properly aligned with service management policies. • Participate in Problem management process calls and provide guidance and advice to ensure timely communication of RCA and permanent solution. • Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction. • Provide technical and strategic direction to the team from initial solution design to steady-state. • Ensure ESMs carry out lifecycle management activities, maintain technical documentation, production & recovery configurations, application dependency maps and runbooks. • Responsible for tracking and securing contract renewals. • Manage escalations effectively and ensure continuous feedback is being provided to team. • Build trusted relationships with both internal & external teams to ensure timely resolution of escalations and high priority issues. • Responsible for maintaining a high performing team and minimizing attrition. • Be innovative and drive service management and business improvements. • Responsible for consistently improving customer satisfaction and reference ability. • Provide assistance and ensure ESMs develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability.

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field • 10 to 12 years of professional IT experience with at least 5 years of people & team management experience related to Enterprise Architecture/Engineering within complex environments. • Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc. • At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience. • 3+ years of demonstrated experience in Disaster Recovery Design and Solutions • Fair knowledge and experience on multiple infrastructure components • Familiarity with automated discovery and CMDB. • Working understanding of ITIL and Service Management. • Hands-on experience with ServiceNow a plus. • Advanced knowledge of Multi-Tier Application architecture design. • Excellent knowledge of DR principles and practice. • Ability to take a leading role in technically complex engagements. • Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations.

🏖️ 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