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 technology support and advice in customers' production and recovery environments.

• Build and maintain relationships with internal stakeholders, customer representatives, and executives.

• Record customers' current and desired states, business objectives, challenges, capabilities, and IT investments.

• Provide technical and strategic guidance from the design phase through to steady-state operations.

• Act as the main point of accountability for technology solutions and coordinate global resources.

• Establish and manage governance practices across change, incident, request, event, problem, and vendor management.

• Serve as a trusted advisor and provide thought leadership.

• Direct lifecycle management activities and maintain technical documentation, configurations, application dependency maps, runbooks, procedures, patching schedules, architecture documents, recovery strategies, and contract modifications.

• Develop recovery strategies to meet customer RTO/RPO and carry out periodic recoverability testing.

• Manage service and relationship risks and implement mitigation strategies.

• Support contract renewals by documenting and communicating customer value.

• Engage in engineering efforts to create new capabilities for customer needs.

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

• Process customer self-service sales requests when necessary.

• Promote service management practices around incident, change, and problem management to meet or exceed SLA targets.

• Develop content and lead Monthly Service Reviews, Quarterly Business Reviews, and other strategic client meetings.

• Adhere to the company's Code of Business Ethics, values, data handling agreements, work procedures, policies, data privacy practices, compliance training, and policy acknowledgments.

• Carry out additional duties 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 in complex environments.

• Preferred technology certifications, such as 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 with networking, including routing and switching, security, and firewalls.

• Functional knowledge and experience with 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 capabilities.

• Problem-solving skills to address technical issues.

• Ability to train customers on using systems and software.

• Must be legally authorized to work without visa sponsorship.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policy.

• Opportunities for professional development and continued education.

• A collaborative and innovative work environment.