Sr Manager IT Support / Network Operations

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 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 ServiceNow 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 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 acknowledgment 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 #J-18808-Ljbffr