Manager, NOC Operations

Aven Hospitality; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation

25 PTO days

Volunteer time off

Medical and Wellness program

Parental leave (12 weeks)

Flexible working arrangements

Job summary

Aven Hospitality is an innovative technology provider powering hospitality platforms worldwide. The Senior Manager – NOC Operations will lead the 24x7 global NOC/Command Center, ensuring high-availability, proactive monitoring, rapid incident response, and consistent service delivery across cloud, network, and end-user environments.

This leader will manage internal teams and MSP partners, driving operational excellence, governance, and continuous improvement while aligning with business-critical

Qualifications

• 10–15+ years of experience in IT Operations, NOC, or Service Desk leadership roles.
• Proven experience managing 24x7 operations in a global, distributed environment.
• Strong experience in ITIL-based service management (Incident, Problem, Change).
• Demonstrated experience managing MSP/vendor relationships in a hybrid model.
• Experience with cloud platforms (AWS, GCP) and modern infrastructure monitoring.

Responsibilities

• Own end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environments.
• Ensure timely detection, triage, escalation, and resolution of incidents across all platforms.
• Optimize monitoring strategy to improve signal-to-noise ratio and reduce false positives.
• Lead incident management processes across L1, L1.5, and L2/L3 escalation tiers.
• Drive Major Incident (P1/P2) response, coordination, and service restoration across teams.
• Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users.
• Govern SLAs, KPIs, and service delivery outcomes.
• Ensure knowledge transfer, documentation, and operational readiness during transition phases.
• Enforce ITSM best practices across Incident, Problem, Change, and Service Request management.
• Lead transition-to-operations readiness including knowledge transfer and go-live stabilization.
• Mentor team members and foster a culture of accountability and continuous learning.

Skills

Leadership

Stakeholder management

IT Operations

Incident management

Communication

Tools

AWS

GCP

ServiceNow

Dynatrace

Job description

Aven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. We empower hoteliers around the world to exceed expectations, solve daily challenges, and stay ahead of the competition.

With our comprehensive portfolio of solutions, hoteliers can manage distribution, retailing, payments, operations, and more. Providing hoteliers the tools to maximize revenue, improve operational efficiency, and deliver personalized guest experiences that drive satisfaction.

Our tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections.

We are pioneering AI in hospitality technology to unlock new opportunities, drive efficiency, and personalize the guest experience. By prioritizing stability, scalability, and data-driven insights, we equip hoteliers to adapt and thrive in an ever-changing landscape, ready for whatever comes next.

Senior Manager – NOC Operations
Reports To: VP, Platform & Cloud Services

Role Overview

The Senior Manager –NOC Operations will lead Aven Hospitality’s 24x7 global Network Operations Center (NOC)/Command Center functions. This role is accountable for ensuring high-availability operations, proactive monitoring, rapid incident response, and consistent service delivery across cloud, network, and end-user environments.

This leader will manage both internal teams and MSP partners, driving operational excellence, governance, and continuous improvement while ensuring alignment with business-critical hospitality systems and guest-facing platforms.

The role plays a key part in establishing scalable operations during Aven’s cloud transformation and MSP transition.

Key Responsibilities

• Own end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environments

• Ensure timely detection, triage, escalation, and resolution of incidents across all platforms

• Optimize monitoring strategy to improve signal-to-noise ratio and reduce false positives

Incident & Major Incident Management

• Lead incident management processes across L1, L1.5, and L2/L3 escalation tiers

• Drive Major Incident (P1/P2) response, coordination, and service restoration across teams

• Ensure structured post-incident reviews, root cause analysis (RCA), and continuous improvement

Service Desk Operations

• Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users

• Ensure efficient ticket intake, prioritization, resolution, and escalation workflows

• Drive improvements in service quality, user experience, and first-call resolution

MSP & Vendor Management

• Act as primary operational interface for MSP providers across NOC, Service Desk, and Cloud Ops

• Govern SLAs, KPIs, and service delivery outcomes

• Ensure knowledge transfer, documentation, and operational readiness during transition phases

Service Management & Governance

• Enforce ITSM best practices across Incident, Problem, Change, and Service Request management

• Ensure alignment with ServiceNow processes and enterprise ITSM frameworks

• Drive adherence to SLAs, OLAs, and compliance requirements

Operational Readiness & Continuous Improvement

• Lead transition-to-operations (TTO) readiness including knowledge transfer, shadowing, and go-live stabilization

• Continuously optimize workflows, automation, and operational efficiency

• Implement monitoring, alerting, and service reporting improvements

Team Leadership & Organization Development

• Build and lead high-performing NOC and IT support teams across geographies

• Manage onshore/offshore staffing models with follow-the-sun coverage

• Mentor team members and foster a culture of accountability and continuous learning

Stakeholder & Executive Communication

• Provide regular operational status updates and insights to leadership

• Act as escalation point for critical business-impacting incidents

• Translate operational metrics into business and customer impact

Required Qualifications

• 10–15+ years of experience in IT Operations, NOC, or Service Desk leadership roles

• Proven experience managing 24x7 operations in a global, distributed environment

• Strong experience in ITIL-based service management (Incident, Problem, Change)

• Demonstrated experience managing MSP/vendor relationships in a hybrid model

• Experience with cloud platforms (AWS, GCP) and modern infrastructure monitoring

• Strong leadership, communication, and stakeholder management skills

Preferred Qualifications

• Experience in hospitality, travel, or highly transactional industries

• Exposure to large-scale cloud transformation or carve-out programs

• Familiarity with tools such as ServiceNow, Dynatrace, or equivalent observability platforms

• ITIL certification (v3/v4) or equivalent

Outstanding Benefits

• Very competitive compensation
• Generous Paid Time Off (25 PTO days)
• 8 Hours of Volunteer Time Off (VTO)
• We offer a comprehensive medical, dental and Wellness Program
• 12 weeks paid parental leave
• An infrastructure that allows flexible working arrangements
• Formal and informal reward, recognition and acknowledgement programs
• Lots of fun and engaging employee development events

Reasonable Accommodation

Aven Hospitality is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Aven Hospitality position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Aven Hospitality at Contact Us

Determinantson requests for reasonable accommodation will be made on a case-by-case basis.

Affirmative Action

Aven Hospitality is an equal employment opportunity/affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals. EEO IS THE LAW