Manager, NOC

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 we're 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 you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe. We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in. At Kaseya, we don't just raise the bar. We build it. Position Summary We are 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. While dedicated Quality Excellence, Automation, and Reporting teams provide specialist support, this leader must champion a Quality-First and Automation-First mindset, leveraging data, insights, and technology to continuously improve customer outcomes and operational efficiency. Key Responsibilities Team Leadership Lead, coach, and develop Engineers, Senior Engineers, Team Leads, and Supervisors in a 24x7 operational environment. Conduct performance reviews, coaching sessions, talent assessments, succession planning, and training programs. Foster a high-performance culture built on accountability, collaboration, ownership, and customer focus. Operations & Case Management Own daily operational performance, workload management, queue health, SLA/SLO compliance, and service quality. Drive end-to-end incident, request, and case management activities. Ensure timely resolution of operational risks and customer-impacting issues. Customer Escalation & RCA Management Act as the primary operational escalation leader for critical customer issues. Lead customer recovery efforts, executive communications, and cross-functional resolution activities.