{"id":1286325,"url":"https://alion.io/job/avenhospitality-manager-noc-operations","title":"Manager, NOC Operations","company":{"id":1823573,"name":"Aven Hospitality","domain":"avenhospitality.com","url":"https://alion.io/company/avenhospitality","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Networking","role_family":"Networking","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":106000,"max_usd":214000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":134},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Dynatrace","optional":true}],"status":"live","first_seen_at":"2026-08-07T00:00:00Z","employer_posted_date":"2026-08-07","last_verified_at":"2026-10-22T08:55:16Z","board_verified":false,"closed_at":null,"days_open":79,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":79},"description":"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.\nWith 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.\nOur tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections.\nWe 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..\nSenior Manager - NOC Operations\nReports To: VP, Platform & Cloud Services\nRole Overview\nThe Senior Manager -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.\nThis 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.\nThe role plays a key part in establishing scalable operations during Aven’s cloud transformation and MSP transition.\nKey Responsibilities\n1. NOC / Command Center Leadership\nOwn end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environments\n\nEnsure timely detection, triage, escalation, and resolution of incidents across all platforms\n\nOptimize monitoring strategy to improve signal-to-noise ratio and reduce false positives\n\n2. Incident & Major Incident Management\nLead incident management processes across L1, L1.5, and L2/L3 escalation tiers\n\nDrive Major Incident (P1/P2) response, coordination, and service restoration across teams\n\nEnsure structured post-incident reviews, root cause analysis (RCA), and continuous improvement\n\n3. Service Desk Operations\nOversee global service desk operations delivering 24x7 L1/L1.5 support for end users\n\nEnsure efficient ticket intake, prioritization, resolution, and escalation workflows\n\nDrive improvements in service quality, user experience, and first-call resolution\n\n4. MSP & Vendor Management\nAct as primary operational interface for MSP providers across NOC, Service Desk, and Cloud Ops\n\nGovern SLAs, KPIs, and service delivery outcomes\n\nEnsure knowledge transfer, documentation, and operational readiness during transition phases\n\n5. Service Management & Governance\nEnforce ITSM best practices across Incident, Problem, Change, and Service Request management\n\nEnsure alignment with ServiceNow processes and enterprise ITSM frameworks\n\nDrive adherence to SLAs, OLAs, and compliance requirements\n\n6. Operational Readiness & Continuous Improvement\nLead transition-to-operations (TTO) readiness including knowledge transfer, shadowing, and go-live stabilization\n\nContinuously optimize workflows, automation, and operational efficiency\n\nImplement monitoring, alerting, and service reporting improvements\n\n7. Team Leadership & Organization Development\nBuild and lead high-performing NOC and IT support teams across geographies\n\nManage onshore/offshore staffing models with follow-the-sun coverage\n\nMentor team members and foster a culture of accountability and continuous learning\n\n8. Stakeholder & Executive Communication\nProvide regular operational status updates and insights to leadership\n\nAct as escalation point for critical business-impacting incidents\n\nTranslate operational metrics into business and customer impact\n\nRequired Qualifications\n10-15+ years of experience in IT Operations, NOC, or Service Desk leadership roles\n\nProven experience managing 24x7 operations in a global, distributed environment\n\nStrong experience in ITIL-based service management (Incident, Problem, Change)\n\nDemonstrated experience managing MSP/vendor relationships in a hybrid model\n\nExperience with cloud platforms (AWS, GCP) and modern infrastructure monitoring\n\nStrong leadership, communication, and stakeholder management skills\n\nPreferred Qualifications\nExperience in hospitality, travel, or highly transactional industries\n\nExposure to large-scale cloud transformation or carve-out programs\n\nFamiliarity with tools such as ServiceNow, Dynatrace, or equivalent observability platforms\n\nITIL certification (v3/v4) or equivalent\n\nOutstanding Benefits\nVery competitive compensation\nGenerous Paid Time Off (25 PTO days)\n8 Hours of Volunteer Time Off (VTO)\nWe offer a comprehensive medical, dental and Wellness Program\n12 weeks paid parental leave\nAn infrastructure that allows flexible working arrangements\nFormal and informal reward, recognition and acknowledgement programs\nLots of fun and engaging employee development events\nReasonable Accommodation\nAven 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\nDeterminations on requests for reasonable accommodation will be made on a case-by-case basis.\nAffirmative Action\nAven Hospitality is an equal employment opportunity/affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals. 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