Senior Manager - NOC Operations
Reports To: VP, Platform & Cloud ServicesRole OverviewThe 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 Responsibilities1. 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
