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Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Key Responsibilities
Technical Leadership & Escalations
- Act as the highest-level technical escalation point for complex NOC incidents
- Lead root cause analysis (RCA) for major incidents and recurring problems
- Provide expert guidance on Data Centre infrastructure, networking, servers, cloud, and security issues
- Ensure adherence to SLAs, OLAs, and service quality standards
NOC Operations & Service Delivery
- Oversee 24x7 NOC operations (monitoring, alerting, incident response)
- Ensure proactive monitoring and remediation using Kaseya tools preferably but its not mandatory (RMM, PSA, automation) or any similar RMM tools such as Solarwinds/Connectwise/Ninja RMM.
- Drive incident, problem, and change management best practices (ITIL-aligned)
- Partner with Service Delivery Managers to improve customer satisfaction
Tools, Automation & Continuous Improvement
- Lead automation initiatives to reduce alert noise and manual effort
- Optimize monitoring policies, thresholds, and runbooks
- Contribute to standard operating procedures (SOPs) and knowledge base articles
- Evaluate and recommend improvements to NOC tools and platforms
Team Mentorship & Enablement
- Mentor and coach NOC engineers and lead engineers
- Conduct technical reviews, training sessions, and skill development plans
- Assist with onboarding and ramp-up of new engineers
- Promote a culture of accountability, learning, and operational excellence
Cross-Functional Collaboration
- Work closely with Product Support Engineering, Product, Security, and Professional Services teams
- Support customer escalations and executive-level incident communications when required
Required Skills & Qualifications
Technical Skills
Strong expertise in:
- Windows Server & Linux environments (Optional)
- Networking (TCP/IP, DNS, DHCP, VPNs, firewalls, routing)
- Virtualization (VMware, Hyper-V)
- Cloud platforms (Azure, AWS – preferred)
- Experience with RMM, PSA, and monitoring tools (Kaseya tools preferred)
- Scripting/automation skills (PowerShell, Bash, Python – preferred)
Experience
- 8–12+ years in IT infrastructure, NOC, or managed services environments
- 3–5+ years in a senior/lead technical role
- Strong background supporting MSP or enterprise customers
- Experience working in 24x7 operational environments
Soft Skills
- Strong leadership and decision-making abilities
- Excellent communication skills (technical and executive-level)
- Ability to work under pressure during major incidents
- Customer-first mindset
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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