Senior Enterprise Solutions Manager

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

📋 Description

• Oversee and drive technical service delivery for significant and intricate accounts.

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

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

• Offer strategic business and technology support along with advice across customer production and recovery environments.

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

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

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

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

• Cultivate customer relationships and serve as a trusted advisor.

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

• Create recovery strategies that meet customer RTO/RPO requirements and conduct periodic recoverability tests.

• Manage service and relationship risks, ensuring mitigation strategies are in place.

• Support contract renewals by documenting and conveying customer value.

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

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

• Process customer self-service sales requests as necessary.

• Drive service management practices to achieve or surpass SLA targets.

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

• Introduce innovative ideas to foster business growth and support escalations.

• Engage in team-level initiatives and establish best practices.

• Mentor new team members and peers on established processes and procedures.

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

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

• Undertake additional responsibilities as assigned.

⛳️ Requirements

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

• Over 15 years of professional IT experience.

• Minimum of 5 years in an enterprise-focused Technical Account Manager role or solution architecture.

• More than 8 years of customer-facing service delivery experience in complex settings.

• 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 concepts, including routing, switching, security, and firewalls.

• Knowledge of storage and backup services/administration.

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

• Familiarity with Unix/Linux systems.

• Knowledge of Business Continuity Planning (BCP) and disaster recovery scenarios and solutions.

• Advanced understanding of multi-tier application architecture design.

• Practical knowledge of disaster recovery principles and practices.

• Insight into public and private cloud environments.

• Exceptional written skills for creating technical architecture, best-practice, and white-paper documentation.

• Proven ability to enhance problematic customer engagements.

• Strong interpersonal, customer service, and communication skills.

• Bilingual fluency in Japanese and English is required.

• Problem-solving aptitude to address technical issues.

• Ability to educate customers in using systems and software.

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

🏝️ Benefits

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

• Annual compliance training certification and policy acknowledgments.

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