Manager, Premier Accounts
RemoteJapan
Job Summary
Manage a team of Enterprise Solution Managers by tracking ESM deliverables, conducting quarterly account lifecycle audits, and ensuring service management policies remain aligned. Proactively handle escalations from customers and internal teams, providing guidance on RCA and permanent solutions while building trusted relationships to drive service improvements. Ensure ESMs execute lifecycle management activities, maintain technical documentation and runbooks, and develop recovery strategies meeting customer RTO/RPO targets through periodic testing. Solicit feedback to continuously improve customer satisfaction and referenceability, driving organizational mission and vision at the team level.
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field
- 10 to 12 years of professional IT experience
- at least 5 years of people & team management experience
- related to Enterprise Architecture/Engineering within complex environments
- Bilingual fluency in Japanese and English
- Must be legally eligible to work in the US without visa sponsorship
- 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
- 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
- Advanced knowledge of Multi-Tier Application architecture design
- Excellent knowledge of DR principles and practice
Desired Qualifications
- Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc.
- Hands-on experience with ServiceNow a plus
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