Senior Global NOC Operations Leader (24x7)

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 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