11 11 Systems

• Lead, develop, and manage the Connectivity Service Delivery team responsible for order intake, provisioning, turn-up, and operational readiness across the 11:11 connectivity services portfolio. • Own the end-to-end service delivery lifecycle for 11:11 Provided (Offnet or Blended) Internet (DIA, Broadband, Wireless 3G/4G/5G/LTE), Point-to-Point, Ethernet Private-Line, Ethernet LAN Services, Dark Fiber, Wavelength, 11:11 Provided Cross-Connects, and Customer Owned Circuit Support — taking each order from acceptance through provisioning to operational readiness and go-live. • Design, document, and continuously improve scalable service delivery workflows, milestones, handoffs, and quality controls that support business growth without sacrificing delivery quality. • Own the accuracy and completeness of circuit inventory and delivery records, including circuit IDs, demarcation details, LOA/CFA documentation, NID assignments, and as-built documentation, ensuring clean handoff of records to operations, billing, and support teams at go-live. • Coordinate and lead turn-up calls with customers, carriers, and vendors to deploy, test, and activate services. • Coordinate with other 11:11 Systems Service Delivery and Product teams when connectivity services are a component of a larger product solution, aligning circuit delivery timelines, dependencies, and milestones with the broader project plan to ensure connectivity is deployed in step with overall project deliverables. • Plan and facilitate hands-on dispatches (internal and third-party field resources) to aid in deployment, turn-up, and troubleshooting of services at customer and carrier locations. • Oversee the staging, configuration, shipping, and deployment of Network Interface Devices (NIDs), including Juniper, RAD, and Ciena platforms, in support of service delivery and turn-up activities. • Serve as the senior escalation point for delayed, stalled, or at-risk orders; drive carrier and vendor escalations to resolution and communicate status to customers and internal stakeholders. • Manage offnet and blended carrier/vendor relationships, including delivery intervals, performance, jeopardy management, and dispute resolution. • Partner cross-functionally with Sales, Sales Engineering, Order Management, Network Engineering, and the Network Operations Center to ensure clean handoffs into and out of service delivery, including operational readiness criteria and documentation for go-live. • Establish and report on service delivery KPIs and SLAs, including order aging, delivery intervals, on-time delivery, backlog, and first-time-right turn-up rates. • Provide technical guidance to the team on the design, implementation, and troubleshooting of telecom transport services, including T1/T3, OCx, Fiber, Ethernet Layer 2 services (Ethernet Private Line and ELAN/VPLS), and Wireless (3G/4G/5G/LTE) facilities. • Develop staffing plans, capacity models, and training programs to scale the team with order volume and portfolio growth. • Ensure accurate and timely tracking of orders and issues in ticketing and order management systems, with timely updates to customers on progress and milestones.

• Triage the team queue, prioritize tasks, and escalate issues as required. • Coordinate remote hands activities and provide detailed technical instructions during incidents. • Support infrastructure projects across global data center environments. • Assist with co location project delivery, including installations, decommissions, and migrations. • Support data center build-outs and expansion initiatives. • Work closely with vendors and service providers, providing detailed technical instructions for hardware deployments, troubleshooting, and remediation activities. • Participate in an on-call rotation and provide support for out-of-hours incidents and escalations. • Maintain accurate Data Center Infrastructure Management (DCIM) records as changes occur across the environment. • Maintain accurate inventory records within the stock management system. • Process cross-connect requests, including installations, de-installations, and hot-cut activities. • Maintain accurate circuit and connectivity records. • Coordinate hardware shipments, receiving, and logistics activities related to data center operations. • Ensure operational documentation is maintained and updated. • 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.

• Support the modernization of legacy applications, integrations, and workflows • Use approved AI tools such as GitHub Copilot, Claude, Codex, and similar tools to assist with code analysis, documentation, refactoring support, test generation, and modernization research under senior engineering guidance • Design and standardize modernization and migration framework for transforming applications and integrations • Establish scalable, reuseable frameworks for enterprise applications and integrations transformation and modernization • Work with the Manager/Principal Architect and Application development teams from strategy to solution to implementation and support of applications and integrations • Work closely with the Business Analysts on the understanding of functional and technical system requirements for architecting, designing and delivering solutions to meet business needs • Create solution designs that leverage the architecture standards and services to meet key project design criteria including Availability, Recoverability, Scalability, and Performance • Coordinate with other team members in the development of the integrations architecture roadmap that aligns with the strategic objectives of business groups and different technology groups • Build AI-first pipelines leveraging Claude, Codex, GitHub Copilot, agentic AI, and complementary tooling • Define and promote new ways of working for AI-driven transformation • Incorporate lean principles in all projects prior to the design phase • Provide architectural and technical input for definition, estimation and delivery of projects and solutions • Keep abreast of changes in technology regarding applications and integrations architecture, design and development • Work closely with the support team in managing tier III escalations and providing timely and quality production support to our business users • Work closely with Agile teams to deliver incremental software releases and enhancements • 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 • Additional duties as assigned

• Ensure timely and accurate completion of multiple strategic initiatives occurring simultaneously. • Responsible for providing complex analytical support, consulting, and cross-functional implementation leadership. • Develop, launch, manage and complete the successful installation of strategic initiatives that enable revenue growth and improve company profitability and efficiency. • Track the efficacy of various initiatives and help implement the appropriate reporting and metrics to ensure desired results are being achieved. • Work with executives and managers on cross-company programs. • Facilitating and supporting cross-functional and external activities required to achieve the planned objectives ensuring that 11:11 Systems optimize the demands of the customer.

• Contribute features, bug fixes, and improvements to our workflow automation platform (a Rust-based workflow engine with distributed runners, REST/gRPC APIs, and Ansible/Python/container runtimes). • Author automation — workflows and tasks written largely in Ansible and Python — in support of infrastructure and service delivery teams. • Partner with stakeholder teams to understand their needs and turn manual or ad-hoc processes into reliable, repeatable automation. • Build and integrate with custom APIs and external systems to connect automation across the infrastructure and service delivery stack. • Help improve the tooling, runtimes, and developer experience that other teams use to author their own automation. • 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. • Additional duties as assigned.

• Lead infrastructure deployment projects from kickoff through production, including rack-and-stack, cabling, provisioning, and documentation. • Coordinate project needs across Data Center Infrastructure, Procurement, Cloud Infrastructure, and Network Infrastructure teams. • Create and maintain accurate BOMs, deployment documentation, rack elevations, and cable matrices. • Develop and support automation and scripting efforts to improve deployment consistency and efficiency. • Validate compatibility and readiness of compute, storage, and network hardware as well as supporting data center power infrastructure before deployment. • Participate in product enablement efforts by deploying and validating hardware for new offerings. • Ensure DCIM (NetBox/Nlyte) and tracking tools are consistently updated to reflect deployed infrastructure. • Support remote site work by building documentation and guidance for DC technicians and remote hands. • Travel occasionally to data centers for project execution, audits, or support. • Work supportively with colleagues, operating in a manner 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 acknowledgments. • Additional duties as assigned.

• Triage the team queue, prioritize tasks, and escalate issues as required. • Coordinate remote hands activities and provide detailed technical instructions during incidents. • Support infrastructure projects across global data center environments. • Assist with colocation project delivery, including installations, decommissions, and migrations. • Support data center build-outs and expansion initiatives. • Work closely with vendors and service providers, providing detailed technical instructions for hardware deployments, troubleshooting, and remediation activities. • Participate in an on-call rotation and provide support for out-of-hours incidents and escalations. • Maintain accurate Data Center Infrastructure Management (DCIM) records as changes occur across the environment. • Maintain accurate inventory records within the stock management system. • Process cross-connect requests, including installations, de-installations, and hot-cut activities. • Maintain accurate circuit and connectivity records. • Coordinate hardware shipments, receiving, and logistics activities related to data center operations. • Ensure operational documentation is maintained and updated. • 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 acknowledgments. • Additional duties as assigned.

• Coordinate multiple, simultaneous deployment and migration projects of customers into 11:11 Systems with limited guidance. • Complete project deliveries ensuring milestones, timelines and budgets are met and that successful customer outcomes are achieved. • Provide complete ownership and deliver support services to meet customers commitments. • Follow 11:11 Systems project management practices and apply good common sense to each project utilizing the appropriate tools for each scope of work. • Establish and enforce processes and best practices for cloud migrations. • Own ticket escalation processes and ensure it is followed consistently. • Establish support best practices and refine support management framework as needed. • Identify potential risks or gaps and mentor members across the cloud integrations organization. • Inform key stakeholders on project needs and trends and provide recommendations on ongoing integration needs. • Manage and refine existing tools and automation used for service operations. • Collaborate with internal teams on migration requirements for new or existing services. • Ensure customer and internal staff expectations are aligned by accurately communicating milestones and deliverables to all parties involved. • Foster communication and transparency amongst all teams involved in the delivery of projects, including customers. • Collaborate with vendors for integration needs. • Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner. • Enhance team efficiency by accepting ownership of new and different requests; exploring opportunities to add value to job accomplishments. • Work supportively with colleagues, operating consistent with 11:11’s Code of Business Ethics and Company Values. • Responsibly receive, transmit, and handle all 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. • All other duties as assigned

• Manage a team of Enterprise Solution Managers • Proactively track ESM deliverables 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. • Ensure ESMs carry out lifecycle management 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. • 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.

• Coordinate multiple, simultaneous deployment and migration projects of customers into 11:11 Systems with limited guidance. • Complete project deliveries ensuring milestones, timelines and budgets are met and that successful customer outcomes are achieved. • Provide complete ownership and deliver support services to meet customers commitments. • Follow 11:11 Systems project management practices and apply good common sense to each project utilizing the appropriate tools for each scope of work. • Establish and enforce processes and best practices for cloud migrations. • Own ticket escalation processes and ensure it is followed consistently. • Establish support best practices and refine support management framework as needed. • Identify potential risks or gaps and mentor members across the cloud integrations organization. • Inform key stakeholders on project needs and trends and provide recommendations on ongoing integration needs. • Manage and refine existing tools and automation used for service operations. • Collaborate with internal teams on migration requirements for new or existing services. • Ensure customer and internal staff expectations are aligned by accurately communicating milestones and deliverables to all parties involved. • Foster communication and transparency amongst all teams involved in the delivery of projects, including customers. • Collaborate with vendors for integration needs. • Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner. • Enhance team efficiency by accepting ownership of new and different requests; exploring opportunities to add value to job accomplishments. • Work supportively with colleagues, operating consistent with 11:11’s Code of Business Ethics and Company Values. • Responsibly receive, transmit, and handle all 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. • All other duties as assigned.