Aven Hospitality is an innovative technology provider powered by SynXis®, 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 – IT Support / NOC Operations

Location: US (Remote/Hybrid – Aven Hospitality)
Reports To: VP, Platform & Cloud Services

Role Overview

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.

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. 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

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

Reasonable Accommodation

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.

Affirmative Action

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