Enterprise Solutions Manager

Responsibilities

• Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities, and IT investments.
• Based on this understanding, provide technical and strategic direction from initial solution design to steady state, based on industry and 11:11 Systems best practices.
• Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and 11:11 Systems value.
• Implement and manage effective governance practices and procedures across contracted scope of responsibilities (including change, incident, request, event, problem, and vendor management).
• Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer.
• Direct lifecycle management (LCM) activities to maintain up to date technical documentation, including production & recovery configurations, application dependency maps, run books and procedures, patching schedules, overall solution architecture document, recovery strategies / plans and contract changes.
• Manage service / relationship risk areas and takes steps to mitigate.
• Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer.
• Participate in engineering efforts required to develop new capabilities to meet customer requirements, document results and sample deliverables.
• Identify sales opportunities and collaborate with Account Executives to grow revenue.
• Process customer self-service sales requests when needed.
• Meet/Exceed SLA targets by driving service management disciplines around incident, change, and problem management.
• Develop content and effectively lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 10+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise focused TAM role, Solution Architecture and Customer facing Service delivery experience within complex environments.
• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc.
• At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.
• Functional knowledge and experience on following: Windows Server, Virtualization; including VMWare & Hyper-Vs, Networking; including routing and switching, security, and firewalls, Storage & backup services/administration, Database; Understanding of data models and data flows in complex multitier database and application environments, Unix/Linux, BCP & DR scenarios/solutions, Knowledge of Multi-Tier Application architecture design, Strong interpersonal skills, customer service skills and communication skills, Problem-solving skills to be able to resolve technical issues. Ability to train customers to use systems and software.