[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