Lead Engineer, NOC Services

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 ), 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 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.

Senior Engineer - NOC Services

Location:
Bengaluru, Karnataka

Company:
Kaseya

Employment Type:
Full-time | 100% On-Site | 24x7 Shift Work

WHAT YOU'LL DO:

• Lead and oversee the daily operations of the IMS environment, ensuring optimal performance, stability, and security.
• Proactively identify, troubleshoot, and resolve complex technical issues across servers, workstations, and network devices.
• Analyze system logs, event data, crash dumps, and application logs to determine root causes.
• Develop and implement best practices and troubleshooting procedures for NOC operations.
• Manage and escalate critical customer issues effectively through established runbooks and procedures.
• Provide technical support and guidance to customers experiencing complex IT challenges.
• Mentor and provide leadership to junior team members.
• Contribute to automation and optimization initiatives for continuous improvement.

WHAT WE ARE LOOKING FOR:
We are seeking a
Senior Engineer - IMS
with
6-8 years of experience
in
network IT and remote Windows system infrastructure
. The ideal candidate should possess
strong troubleshooting expertise, excellent communication skills, and leadership capabilities
to drive exceptional service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure compliance with Service Level Objectives (SLOs) and maintain accurate case and Root Cause Analysis (RCA) documentation.
• Follow Standard Operating Procedures (SOPs) and escalation instructions while managing multiple customer environments.
• Act as the primary owner for all endpoint issues and alerts triggered from managed machines or internal servers.
• Provide timely and efficient troubleshooting for system alerts and close tickets within defined processes.
• Maintain a high degree of professionalism in customer interactions.
• Update the internal knowledge base with new support solutions as required.
• Complete tasks assigned by Tech Leads/Managers on customer-facing issues.
• Manage server, desktop, and application issues while prioritizing tasks based on impact.
• Participate in continuous learning and professional development to stay up to date with new technologies.

WHAT YOU'LL BRING:

6-8 years
of experience in
network IT and remote Windows system infrastructure
.

Strong adherence to
Service Level Objectives (SLOs) and documentation best practices
.

Proficiency in handling
multiple Standard Operating Procedures (SOPs) and escalation processes
.

Exceptional troubleshooting skills
with experience resolving
various system issues
.

High level of professionalism
in customer interactions.

Excellent
prioritization and escalation skills
based on
customer impact
.

Proven
leadership skills
with experience
mentoring and guiding junior team members
.

Effective
verbal and written communication
skills.

Willingness to work in a 24x7 environment with rotational shifts
.

YOUR REWARD
Join
India's fastest-growing tech company
and be part of a
dynamic, fast-paced environment
We offer a
competitive compensation package
to support your career growth and success.

Perks & Benefits:

100% health premiums
covered for employees.

Company-provided breakfast & dinner
facilities.

Pluxee Meal Card For Additional Food Benefits.

Company-provided transportation
to and from work.

Paid holidays & generous PTO
.

Fun & exciting work environment
with a high-energy team.

JOIN US
If you're an
innovative problem solver
who thrives in a
fast-paced, high-performance
environment, we want to hear from you

Join the Kaseya growth rocket ship and see how we are #ChangingLives
Kaseya is an
equal opportunity employer
and values diversity in our workforce.

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.