[Hiring] Manager, Premier Accounts @11 11 Systems

Role Description

11:11 Systems is looking for a dynamic and experienced Manager, Premier Accounts who will manage a team of highly experienced Enterprise Solution Managers. The Manager will be responsible for tracking ESM deliverables, handling escalations from customer/internal teams and maintaining management outreach with our customers. This is a full-time remote role, based in Japan, reporting to the VP, Premier Accounts.

• Manage a team of Enterprise Solution Managers.
• Proactively track ESM deliverables (Solution Architecture documents, life cycle management, disaster recovery tests deliverables or managed production environment deliverables etc.) and ensure that state of accounts remain green.
• Ensure that ESMs conduct Quarterly Business Reviews with customers and other strategic client meetings requested by customers.
• Conduct quarterly account Lifecycle Management audits to verify the state of the account is properly aligned with service management policies.
• Participate in Problem management process calls and provide guidance and advice to ensure timely communication of RCA and permanent solution.
• Establish and maintain trusted customer relationships, identify opportunities, and solicit feedback to drive service improvement and customer satisfaction.
• Provide technical and strategic direction to the team from initial solution design to steady-state, based on industry and 11:11 Systems best practices.
• Ensure ESMs carry out lifecycle management (LCM) activities, maintain technical documentation, production & recovery configurations, application dependency maps and runbooks.
• Responsible for tracking and securing contract renewals.
• Manage escalations effectively and ensure continuous feedback is being provided to team.
• Build trusted relationships with both internal & external teams to ensure timely resolution of escalations and high priority issues.
• Responsible for maintaining a high performing team and minimizing attrition.
• Be innovative and drive service management and business improvements.
• Drive Organization Mission and Vision at team level.
• Responsible for consistently improving customer satisfaction and reference-ability.
• Provide assistance and ensure ESMs develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 10 to 12 years of professional IT experience with at least 5 years of people & team management experience related to Enterprise Architecture/Engineering within complex environments.
• Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc.
• At least one professional certification (e.g. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience.
• 3+ years of demonstrated experience in Disaster Recovery Design and Solutions.
• Bilingual fluency in Japanese and English.
• Fair knowledge and experience on multiple infrastructure components to efficiently handle team of ESMs:
• Zerto disaster recovery solutions.
• Veeam backup and recovery solutions.
• Virtualization; including VMWare & Hyper-V.
• Networking; including SDN, VMWare NSX, routing and switching, security, and firewalls.
• Storage & backup services/administration.
• Database; Understanding of data models and data flows in complex multi-tier database and application environments.
• Windows & Linux OS administration.
• BCP & DR scenarios/solutions.
• Familiarity with automated discovery and CMDB.
• Working understanding of ITIL and Service Management.
• Hands-on experience with ServiceNow a plus.
• Advanced knowledge of Multi-Tier Application architecture design.
• Excellent knowledge of DR principles and practice.
• Skilled in MS Excel, Visio, MS Word & PowerPoint.
• Ability to take a leading role in technically complex engagements.
• Ability to lead internal and customer technical staff through crisis events and escalations effectively and calmly.
• Must be legally eligible to work in the US without visa sponsorship.

Requirements

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.