Title:Enterprise Solutions Manager (ESM), Premier Accounts

11:11 Systems is looking for a dynamic and experienced Enterprise Solutions Manager (ESM) who will lead and manage technical service delivery for our Premier accounts. You will direct the design, implementation, and lifecycle management of 11:11 Systems’ solutions. As a trusted advisor, you will provide strategic business and technology support/counsel to your customer across both their production and recovery environments.

As ESM, you will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.

Responsibilities

1. Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities, and IT investments.
2. 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
3. Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and 11:11 Systems value
4. Implement and manage effective governance practices and procedures across contracted scope of responsibilities (including change, incident, request, event, problem, and vendor management)
5. Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer
6. Direct lifecycle management (LCM) activities to maintain up to date technical documentation, including production & recovery configurations, run books and procedures, overall solution architecture document, recovery strategies / plans and contract changes
7. Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability
8. Manage service / relationship risk areas and takes steps to mitigate.
9. Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer.
10. Participate in engineering efforts required to develop new capabilities to meet customer requirements, document results and sample deliverables.
11. Identify sales opportunities and collaborate with Account Executives to grow revenue.
12. Process customer self-service sales requests when needed.
13. Meet/Exceed SLA targets by driving service management disciplines around incident, change, and problem management.
14. Develop content and effectively lead Monthly Service Reviews and Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer.

Requirements

1. Bachelor's degree in Computer Science, Engineering, or a related field
2. 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.
3. Technology certifications preferred, such as ZCP, VMCE, MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc.
4. At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience
5. Functional knowledge and experience supporting the following:
   1. Zerto disaster recovery solutions
   2. Veeam backup and recovery solutions
   3. Virtualization; including VMWare & Hyper-Vs
   4. Networking; including SDN, VMWare NSX, routing and switching, security, and firewalls
   5. Storage & backup services/administration
   6. Database; Understanding of data models and data flows in complex multitier database and application environments
   7. Windows & Linux OS administration
   8. BCP & DR scenarios/solutions
6. Knowledge of Multi-Tier Application architecture design
7. Strong interpersonal skills, customer service skills and communication skills
8. Problem-solving skills to be able to resolve technical issues. 
9. Ability to train customers to use systems and software.
10. All other duties assigned.