Enterprise Solutions Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage the delivery of technical services for large and intricate accounts.

• Guide the design, execution, and lifecycle management of solutions provided by 11:11 Systems.

• Lead a team of subject matter experts across various platforms, operating systems, storage, and network technologies.

• Offer strategic business and technological support and advice within customer production and recovery environments.

• Document and comprehend customers' current and future aspirations, business objectives, challenges, capabilities, and IT investments.

• Provide both technical and strategic guidance from the initial design of solutions through to steady state operations.

• Act as the primary point of accountability for technology solutions and coordinate global resource efforts.

• Establish and oversee governance practices related to change, incidents, requests, events, problems, and vendor management.

• Cultivate customer relationships and serve as a trusted advisor.

• Manage lifecycle activities and maintain technical documentation, configurations, dependency maps, runbooks, procedures, patching schedules, architecture documents, recovery plans, and contract modifications.

• Formulate recovery strategies to align with customer RTO/RPO and conduct regular recoverability testing.

• Manage service and relationship risks, implementing mitigation strategies.

• Assist with contract renewals by documenting and communicating customer value.

• Engage in engineering initiatives to create new capabilities, documenting results and deliverables.

• Spot sales opportunities and collaborate with Account Executives to enhance revenue.

• Process customer self-service sales requests when necessary.

• Promote service management disciplines to meet or exceed SLA objectives.

• Create content and facilitate Monthly Service Reviews, Quarterly Business Reviews, and other strategic client meetings.

• Consistently adhere to 11:11 Systems' Code of Business Ethics and Company Values.

• Handle company data and information responsibly in accordance with agreements, procedures, and policies.

• Review and comply with company policies, data privacy practices, annual compliance training, and policy acknowledgments.

• Execute additional tasks as assigned.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related discipline.

• Over 10 years of professional IT experience.

• Minimum of 3 years of proven experience in an Enterprise-focused TAM role, Solution Architecture, and customer-facing service delivery within complex environments.

• Preferred technology certifications include MCSE, CCIE, RHCE, VCP, CCDP, Cloud.

• At least one professional certification (e.g., ITILv3, TOGAF, PRINCE2) or equivalent demonstrable skills and experience.

• Functional knowledge and experience with Windows Server virtualization, including VMware and Hyper-V.

• Functional knowledge and experience in networking, including routing and switching, security, and firewalls.

• Functional knowledge and experience in storage and backup services/administration.

• Understanding of data models and data flows in complex multitier database and application environments.

• Knowledge of Unix/Linux systems.

• Familiarity with BCP and DR scenarios/solutions.

• Knowledge of multi-tier application architecture design.

• Strong interpersonal, customer service, and communication abilities.

• Problem-solving skills for resolving technical issues.

• Capability to train customers in utilizing systems and software.

• Must be legally authorized to work without the need for visa sponsorship.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Professional development opportunities and training.

• Flexible working arrangements and remote work options.

• Retirement savings plan with company matching.