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, implementation, and lifecycle management of 11:11 Systems' solutions.

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

• Offer strategic business and technology support and advice for customers' production and recovery environments.

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

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

• Act as the primary point of ownership for technology solutions and coordinate global resources.

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

• Build customer relationships and serve as a trusted advisor.

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

• Develop recovery strategies that align with customer RTO/RPO and conduct regular recoverability testing.

• Manage service and relationship risks and take steps to mitigate them.

• Support contract renewals by documenting and communicating customer value.

• Engage in engineering initiatives to create new capabilities and document the outcomes.

• Identify sales opportunities and partner with Account Executives to increase revenue.

• Process customer self-service sales requests when necessary.

• Achieve or surpass SLA targets through effective incident, change, and problem management.

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

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

• Review and adhere to company policies, data privacy practices, compliance training, and policy acknowledgments.

• Perform additional duties as assigned.

⛳️ Requirements

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

• Over 10 years of professional IT experience.

• A 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, including MCSE, CCIE, RHCE, VCP, CCDP, Cloud, etc.

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

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

• Proficiency in networking, including routing and switching, security, and firewalls.

• 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 using systems and software.

• Must be legally eligible to work without visa sponsorship.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working hours and remote working options.

• A collaborative and inclusive company culture.