Operations Manager, NOC Services
KaseyaEnterprise Software company
Bangalore, IndiaManager
Insight Partners
TPG
Temasek
Sixth Street Partners
Ireland Strategic Investment Fund
Operations & StrategyNew
About the role
TL;DR
Lead a 24x7 IT operations team, focusing on performance, quality, and automation for global MSP customers.
- •Kaseya is seeking a customer-centric, quality-driven, and automation-minded Operations Manager to lead a 24x7 remote IT operations team supporting global MSP customers.
- •This role is responsible for team performance, operational governance, customer escalations, case management, RCA ownership, service quality, and continuous improvement.
- •The ideal candidate combines strong people leadership with a solid technical infrastructure background and thrives in a highly collaborative environment.
- •Key Responsibilities Lead, coach, and develop Engineers, Senior Engineers, Team Leads, and Supervisors in a 24x7 operational environment.
- •Own daily operational performance, workload management, queue health, SLA/SLO compliance, and service quality.
- •Act as the primary operational escalation leader for critical customer issues.
- •Champion a Quality-First and Automation-First mindset, leveraging data, insights, and technology to continuously improve customer outcomes and operational efficiency.
- •Requirements 8+ years of experience in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support. 3+ years of people management experience leading technical operations teams.
- •Strong technical background in Windows/Wintel infrastructure, Active Directory, Networking, Virtualization, Monitoring, and Incident Management.
- •Proven experience managing customer escalations, RCA processes, and operational governance.
Tech stack
JiraConfluenceGit
