Lead Support Analyst

Position Summary

Kaseya is seeking an experienced Lead Support Analyst – Release Management to support and coordinate release management activities for enterprise business applications, including Oracle, Salesforce, and other supported platforms. The role involves planning, coordinating, and supporting release events, ensuring compliance with established processes, approvals, testing requirements, and deployment procedures.

The position will provide IST-based release coverage, complementing EST Release Management operations to ensure seamless global release support, effective stakeholder communication, and business continuity. The ideal candidate will have strong technical and operational expertise, excellent coordination skills, and a continuous improvement mindset.

Key Responsibilities

• Support the planning, coordination, and execution of release events for enterprise applications in collaboration with IT, Engineering, QA, and business stakeholders.
• Coordinate release documentation and ensure required testing results and validation evidence are available before deployment.
• Track release approvals and verify that all readiness criteria are met before releases proceed within approved deployment windows.
• Support release-related incident coordination, engage appropriate technical teams, and escalate risks or issues to minimize business impact.
• Participate in post-release reviews, document lessons learned, and recommend improvements to release processes.
• Communicate release status, risks, issues, and outcomes clearly to relevant stakeholders.
• Maintain release management documentation, procedures, and operational records in accordance with established standards.
• Monitor release metrics and operational data to support performance tracking and service level expectations.
• Provide IST release coverage and ensure structured handoffs with EST Release Management to maintain continuity of global release operations.
• Identify opportunities to improve release processes, operational efficiency, and compliance with established release management practices.

Preferred Qualification

• Experience supporting enterprise applications such as Oracle, Salesforce, and other business-critical platforms.
• Familiarity with release management methodologies, deployment coordination, change management, and release governance practices.
• Experience working with global teams across different time zones, particularly IST and EST.
• Strong analytical, problem-solving, and incident coordination skills.
• Excellent communication, stakeholder management, and cross-functional collaboration abilities.
• Experience maintaining release documentation, tracking operational metrics, and supporting process improvement initiatives.
• Ability to work independently, demonstrate operational ownership, and adapt to a fast-paced environment.
• Customer-focused approach with strong attention to detail, accountability, and commitment to service excellence.

Required Qualification

• Bachelor’s degree in Business Management, Information Systems, or a related field, or equivalent practical experience.
• 5+ years of experience in release management or enterprise application support.
• Hands-on involvement in large-scale deployment activities and release execution support.
• Strong technical proficiency in enterprise business applications and release management methodologies.
• Experience collaborating with global, remote IT and business teams.
• Strong communication skills, including the ability to explain technical information to diverse audiences and coordinate with multiple stakeholders.
• Ability to work independently during IST hours while maintaining effective coordination with global teams.
• Flexibility to work shifts aligned with global business requirements and participate in on-call support as needed.
• Strong organizational, analytical, and problem-solving skills, with the ability to manage release activities, identify risks and support timely issue resolution.