The Role:
11:11 Systems is looking for a dynamic and experienced Enterprise Solutions Manager (ESM) who will lead and manage technical service delivery on large & complex accounts. You will direct the design, implementation, and lifecycle management of 11:11 Systems' solutions, leading a support team comprised of subject matter experts from multiple platforms, operating systems, storage and network technologies. As a trusted advisor, you will provide strategic business and technology support/counsel to your customer across both their production and recovery environments.
As ESM, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.
Responsibilities:
- Document and understand the customer's current, future / desired state, business goals and challenges, capabilities, and IT investments.
- Based on this understanding 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
Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field
- 10+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise focused TAM role, Solution Architecture and Customer facing Service delivery experience within complex environments.
- Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc
- At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience
- Functional knowledge and experience on following:
- Windows Server
- Virtualization; including VMWare & Hyper-Vs
- Networking; including routing and switching, security, and firewalls
- Storage & backup services/administration
- Database; Understanding of data models and data flows in complex multitier database and application environments.
- Unix/Linux
- BCP & DR scenarios/solutions
- Knowledge of 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
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
