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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 yourcustomeracross both their production and recovery environments.
As Sr. 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.
Lead and govern engineering efforts required to develop new capabilities, lead the team, and ensure timely delivery of expected results including documentation.
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.
Bring innovative ideas in the team to grow business.
Help in building the culture of “ALWAYS WIN” and support others at the time of escalations.
Participate and drive some of the initiatives at team level.
Identify sales opportunities and collaborate with Account Executive to grow revenue Create a best practice which will help peers and department to achieve the business outcome Mentor new team members as well as for others to ensure they understand the process and procedures 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
15+ years of professional IT experience with at least 5 years of demonstrated experience related to Enterprise focused TAM role, Solution Architecture and 8+ years customer facing Service delivery experience within complex environments.
Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloudetc
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
Advanced knowledge of Multi-Tier Application architecture design
Working knowledge of DR principles and practice
Knowledge of Cloud (Public and Private)
Excellent written skills to produce technical architecture, best practice, and white paper documents
Demonstrated ability to deliver improvements in problematic customer engagements
Strong interpersonal skills, customer service skills and communication skills
Bilingual fluency in Japanese and English required
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 in assigned country 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.
