Aven Hospitality · 1 month ago
Sr Manager IT Support / Network Operations
United States
Full-time
Remote
Lead/Staff
10+ years expAven 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.
Big DataDigital MediaHospitalityBusiness Intelligence
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
Qualification
Required
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
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
Aven Hospitality
Aven Hospitality is a digital marketing company that offers consortia, GDS, and reservation services. It is a sub-organization of Sabre Corporation.
1001-5000 employees
H1B Sponsorship
Aven Hospitality has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
50%
Represents job field similar to this job
Customer Service and Support
Engineering and Development
Trends of Total Sponsorships
*2026 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2025-04-28Acquired
Recent News
Hotel Management Network
2026-06-13
Company data provided by crunchbase