About Ensono
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 4500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning
ROLE OVERVIEW
The Distributed Technical Advisor (TA) – Expert is a senior, hands-on technical leader responsible for assigned client(s) across complex distributed infrastructure and private cloud environments. The role provides technical leadership across multiple technology towers, acting as the lead TA layer above individual tower TAs. Working closely with the onshore Lead TA, the role drives cross-tower coordination, Major Incident and escalation resolution, client engagement, technical coaching and service improvement, with a strong focus on MTTR and stringent SLAs.
CORE RESPONSIBILITIES
- Client & Technical Leadership – Serve as the senior technical focal point for assigned high value strategic client(s); understand the client’s infrastructure, critical services and dependencies; participate in technical reviews, escalations and service discussions; translate client priorities into clear actions for delivery teams.
- Cross-Tower Coordination – Lead technical coordination across OS, Virtualization, Network, Storage, Middleware, Database and VDI; connect dependencies, establish ownership and bring the right SMEs together to drive complex issues to resolution.
- Major Incidents & Escalations – Provide senior technical leadership during Major Incidents and critical escalations; rapidly assess impact and dependencies, challenge troubleshooting assumptions, coordinate teams and maintain focus on service restoration, MTTR and SLA commitments; support post-incident corrective/preventative actions.
- Technical Coaching & Service Improvement – Coach engineering teams on complex troubleshooting and end-to-end service thinking; identify recurring issues, technical gaps and opportunities for automation, standardization and reliability improvement.
- Onshore Lead TA Partnership – Act as the India-based technical counterpart to the onshore Lead TA, maintaining alignment on client priorities, risks, escalations, technical recommendations and service improvement while providing continuity across India and US working hours.
MUST-HAVE TECHNICAL EXPERTISE
- Operating Systems: Extensive hands-on experience with Microsoft Windows Server and enterprise Linux, including advanced troubleshooting, performance, patching, hardening, availability and lifecycle management.
- Virtualization: Extensive hands-on experience with VMware vSphere / ESXi, including clusters, HA, DRS, resource management, capacity, performance and complex virtualization troubleshooting.
- Enterprise Infrastructure: Significant experience supporting large-scale, business-critical distributed infrastructure and resolving complex, multi-technology technical issues.
- Incident Leadership: Proven experience coordinating Major Incidents and critical escalations, with a strong understanding of SLA, MTTR and service management practices.
QUALITY EXPOSURE
Strong working exposure across several of the following: Network (LAN/WAN, routing, firewalls, load balancing, DNS, SD-WAN); Storage (SAN/NAS, replication, performance, backup/DR); Middleware (web/application servers, messaging and integration); Database (SQL Server, Oracle, HA/DR); VDI/EUC (VMware Horizon, Citrix); Private/Hybrid Cloud; Automation; Monitoring & Observability.
EXPERIENCE & QUALIFICATIONS
- 15+ years of experience in enterprise IT infrastructure, distributed technology, data center or private cloud environments.
- Deep hands-on expertise in Windows, Linux and VMware, quality & large exposure on technologies stated above, complemented by broad understanding of infrastructure interdependencies.
- Proven client-facing experience with enterprise clients and senior technical stakeholders.
- Strong ability to influence and coordinate teams without direct reporting authority.
- Experience in global delivery models supporting US-based clients and onshore technical teams.
- Ability to work primarily US business hours, including an early-morning India start.
LEADERSHIP & OPERATING MODEL
- Operate as the senior technical layer across individual technology-tower TAs, providing technical direction without necessarily having direct people-management responsibility.
- Use technical credibility, influence and structured decision-making to align multiple teams around client outcomes.
- Lead Major Incident bridges, client escalations and senior stakeholder discussions.
- Maintain an end-to-end service perspective while retaining sufficient technical depth to challenge and guide engineering teams.
SERVICE RELIABILITY & CLIENT OUTCOMES
- Drive faster resolution of complex and cross-tower issues through clear ownership, effective coordination and timely technical decisions.
- Maintain strong focus on MTTR, availability, reliability and adherence to client SLAs during incidents and escalations.
- Use incident trends, operational metrics and client feedback to identify recurring problems, risks and improvement opportunities.
- Ensure technical actions from Major Incidents, escalations and service reviews are tracked through to closure.
LEADERSHIP & BEHAVIORAL COMPETENCIES
- Technical credibility with senior engineers, TAs and client stakeholders.
- Excellent communication, stakeholder management and cross-tower collaboration.
- Calm, structured and decisive approach during high-severity incidents.
- Strong ownership, accountability and outcome orientation.
- Ability to coach, mentor and influence technical teams.
- Pragmatic problem-solving approach with strong end-to-end service awareness.
IDEAL CANDIDATE
A seasoned infrastructure professional with extensive hands-on experience in Windows, Linux and VMware and quality exposure across the wider infrastructure stack. The candidate should be capable of going deep technically when required, while also coordinating across technology towers and engaging confidently with clients and senior stakeholders. They should bring the technical judgment and leadership presence to function as the lead TA across tower TAs and as the India-based counterpart to the onshore Lead TA.
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.
Shift Timings: 5:30 PM IST to 2:30 AM IST
