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 ServiceNow 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 7. 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 8. 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