Senior Enterprise Solutions Manager

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

📋 Description

• Oversee and direct technical service delivery for large and intricate accounts

• Guide the design, implementation, and management of the lifecycle for 11:11 Systems’ solutions

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

• Offer strategic business and technology support to customers within their production and recovery environments

• Record customers’ existing and desired states, business objectives, challenges, capabilities, and IT investments

• Provide technical and strategic guidance from the initial design of solutions through to steady operation

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

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

• Build customer relationships and serve as a trusted advisor

• Direct lifecycle management efforts and maintain technical documentation, recovery configurations, dependency maps, run books, procedures, patching schedules, architecture documents, recovery plans, and contract modifications

• Formulate recovery strategies to meet customer RTO/RPO and conduct periodic recoverability tests

• Manage service and relationship risks and implement mitigation strategies

• Support contract renewals by documenting and demonstrating customer value

• Lead engineering initiatives to develop new capabilities, ensuring timely delivery and documentation

• Identify sales opportunities and work with Account Executives to enhance revenue

• Process customer self-service sales requests as necessary

• Propel service management disciplines to meet or exceed SLA targets

• Develop and conduct Monthly Service Reviews, Quarterly Business Reviews, and other strategic meetings with clients

• Introduce innovative concepts to drive business growth

• Assist with escalations and team-level initiatives

• Establish best practices to assist peers and the department in achieving business objectives

• Mentor new team members and help others understand processes and procedures

• Manage company data in compliance with data-handling agreements, procedures, and policies

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

• Perform additional responsibilities as assigned

⛳️ Requirements

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

• 15+ years of professional experience in IT

• Minimum of 5 years of proven experience in an enterprise-focused TAM role and solution architecture

• 8+ years of experience in customer-facing service delivery within complex environments

• At least one professional certification, such as ITILv3, TOGAF, or PRINCE2, or equivalent demonstrable skills and experience

• Functional knowledge of Windows Server virtualization, including VMware and Hyper-V

• Understanding of networking, encompassing routing and switching, security, and firewalls

• Knowledge of storage and backup services/administration

• Familiarity with databases, including data models and data flows in complex multitier database and application environments

• Unix/Linux proficiency

• Understanding of BCP and DR scenarios/solutions

• Advanced knowledge of multi-tier application architecture design

• Working knowledge of DR principles and practices

• Familiarity with public and private cloud environments

• Excellent writing skills for technical architecture, best practices, and white-paper documentation

• Proven ability to implement improvements in challenging customer engagements

• Strong interpersonal, customer service, and communication abilities

• Bilingual fluency in Japanese and English is required

• Strong problem-solving skills for addressing technical issues

• Capability to train customers on system and software usage

• Must be legally authorized to work in the assigned country without visa sponsorship

🏝️ Benefits

• Preference for technology certifications such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud, etc.

• Opportunities for professional development through mentoring, training, and team initiatives

• Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential functions