Analyst, Tier 2

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 You'll 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.