Sr Manager IT Support​/Network Operations

Senior Manager – IT Support / NOC Operations

Location:

US (Remote/Hybrid – Aven Hospitality)

Reports To:

VP, Platform & Cloud Services

The Senior Manager – IT Support / 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.

• 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
• IT Support / 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 Service Now 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

• 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

• Experience in hospitality, travel, or highly transactional industries
• Exposure to large-scale cloud transformation or carve-out programs
• Familiarity with tools such as Service Now, Dynatrace, or equivalent observability platforms
• ITIL certification (v3/v4) or equivalent

• 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 acknowledgment programs
• Lots of fun and engaging employee development events

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

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