Manager, NOC Operations

## Manager, NOC Operations Apply locations:
Dallas-Fort Worth Metroplextime type:
Full time posted on:
Posted 4 Days Agojob requisition :
JR110156
** Aven Hospitality
** is an innovative technology provider powered by
** Syn Xis,
** 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
**** 1. NOC / Command Center Leadership
*** 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
** 2. 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
** 3. 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
** 4. 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
** 5. 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
** 6. 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
**…