Analyst, Tier 2

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners , a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and were still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether youre in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

Were building teams that grow, perform, and make an impact. If youre driven by the itch to make things better - a product, a process, a career - youll fit right in.

At Kaseya, we dont just raise the bar. We build it.

Position Summary

Kaseya is hiring a Senior Analyst, Tier 2 - NOC to provide advanced technical support, proactive monitoring, incident management, and infrastructure troubleshooting across customer environments. This role serves as a key escalation point for complex technical issues involving servers, workstations, applications, and network devices while ensuring adherence to SLA/SLO commitments. The ideal candidate will possess strong Windows Server administration expertise, deep networking knowledge, exceptional problem-solving skills, and the ability to mentor junior engineers while driving operational excellence within the Network Operations Center.

Key Responsibilities

• Monitor, troubleshoot, and resolve complex alerts and incidents across managed endpoints, servers, applications, and network infrastructure.
• Take ownership of assigned incidents throughout the complete lifecycle, including verification, diagnosis, resolution, escalation, communication, and closure within defined SLA/SLO targets.
• Perform advanced root cause analysis using system logs, event viewers, crash dumps, application logs, and monitoring tools.
• Prioritize and escalate incidents based on customer impact, business risk, and established operational procedures and runbooks.
• Maintain detailed and accurate case documentation, incident updates, root cause analysis reports, and knowledge-base articles.
• Provide professional technical support across multiple customer environments while ensuring a high standard of service delivery.
• Mentor and support junior NOC engineers by providing technical guidance and sharing best practices.
• Drive continuous improvement initiatives through automation, process optimization, troubleshooting standards, and knowledge-sharing activities.
• Execute customer-facing technical tasks and projects assigned by Technical Leads, Managers, or leadership teams.
• Collaborate cross-functionally with Engineering, Support, and Product teams to ensure timely resolution of critical issues.

Required Qualifications

• 6-8 years of experience in Network Operations Centers (NOC), Technical Support, Systems Administration, Managed Services, or Remote Infrastructure Operations.
• Strong expertise in Windows Server administration, including installation, configuration, patch management, security hardening, troubleshooting, and automation.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, routing, switching, VPNs, and network security concepts.
• Hands-on experience with Remote Monitoring and Management (RMM) platforms, preferably Kaseya solutions.
• Proven experience managing complex technical incidents and troubleshooting infrastructure issues across servers, endpoints, applications, and network devices.
• Strong knowledge of incident management processes, escalation procedures, SLA/SLO adherence, and operational best practices.
• Excellent analytical, root cause analysis, and problem-solving capabilities.
• Strong written and verbal communication skills with the ability to effectively interact with customers and internal stakeholders.
• Ability to manage multiple priorities and incidents simultaneously in a fast-paced operations environment.
• Must be willing to work 100% onsite and support night-shift operations in Bengaluru, India.

Preferred Qualifications

• Experience working within Managed Service Provider (MSP) or enterprise-scale IT operations environments.
• Familiarity with ITIL-based service management practices and operational frameworks.
• Experience creating and maintaining technical documentation, SOPs, runbooks, and knowledge-base content.
• Exposure to PowerShell scripting, task automation, or infrastructure automation tools.
• Experience mentoring junior engineers and leading technical troubleshooting efforts.
• Knowledge of endpoint management, security monitoring, and infrastructure performance optimization.
• Demonstrated commitment to continuous learning, process improvement, and operational excellence.
• Industry certifications such as Microsoft, Network+, Security+, CCNA, or equivalent are a plus.

What Youll Bring

• Strong technical ownership and accountability for critical incidents and customer-impacting issues.
• Excellent analytical thinking and systematic troubleshooting skills.
• Ability to work independently while effectively managing multiple concurrent priorities.
• Strong customer communication and stakeholder-management capabilities.
• Proven ability to coach, develop, and support junior team members.
• Passion for continuous improvement, operational efficiency, and knowledge sharing.

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.