[Remote] Sr Manager IT Support / Network Operations

Note: The job is a remote job and is open to candidates in USA. Aven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. The Senior Manager – IT Support / NOC Operations will lead the 24x7 global Network Operations Center functions, ensuring high-availability operations and proactive incident management. This role involves managing internal teams and MSP partners while driving operational excellence and continuous improvement during Aven's cloud transformation.

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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 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

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

Company Overview