Manager, Premier Accounts

The Role:

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.

Responsibilities:

• 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 and11:11 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-Vs

• 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 Japan without visa sponsorship

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.