[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.ResponsibilitiesOwn end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environmentsEnsure timely detection, triage, escalation, and resolution of incidents across all platformsOptimize monitoring strategy to improve signal-to-noise ratio and reduce false positivesLead incident management processes across L1, L1.5, and L2/L3 escalation tiersDrive Major Incident (P1/P2) response, coordination, and service restoration across teamsEnsure structured post-incident reviews, root cause analysis (RCA), and continuous improvementOversee global service desk operations delivering 24x7 L1/L1.5 support for end usersEnsure efficient ticket intake, prioritization, resolution, and escalation workflowsDrive improvements in service quality, user experience, and first-call resolutionAct as primary operational interface for MSP providers across NOC, Service Desk, and Cloud OpsGovern SLAs, KPIs, and service delivery outcomesEnsure knowledge transfer, documentation, and operational readiness during transition phasesEnforce ITSM best practices across Incident, Problem, Change, and Service Request managementEnsure alignment with ServiceNow processes and enterprise ITSM frameworksDrive adherence to SLAs, OLAs, and compliance requirementsLead transition-to-operations (TTO) readiness including knowledge transfer, shadowing, and go-live stabilizationContinuously optimize workflows, automation, and operational efficiencyImplement monitoring, alerting, and service reporting improvementsBuild and lead high-performing NOC and IT support teams across geographiesManage onshore/offshore staffing models with follow-the-sun coverageMentor team members and foster a culture of accountability and continuous learningProvide regular operational status updates and insights to leadershipAct as escalation point for critical business-impacting incidentsTranslate operational metrics into business and customer impactSkills10–15+ years of experience in IT Operations, NOC, or Service Desk leadership rolesProven experience managing 24x7 operations in a global, distributed environmentStrong experience in ITIL-based service management (Incident, Problem, Change)Demonstrated experience managing MSP/vendor relationships in a hybrid modelExperience with cloud platforms (AWS, GCP) and modern infrastructure monitoringStrong leadership, communication, and stakeholder management skillsExperience in hospitality, travel, or highly transactional industriesExposure to large-scale cloud transformation or carve-out programsFamiliarity with tools such as ServiceNow, Dynatrace, or equivalent observability platformsITIL certification (v3/v4) or equivalentBenefitsVery competitive compensationGenerous Paid Time Off (25 PTO days)8 Hours of Volunteer Time Off (VTO)We offer a comprehensive medical, dental and Wellness Program12 weeks paid parental leaveAn infrastructure that allows flexible working arrangementsFormal and informal reward, recognition and acknowledgement programsLots of fun and engaging employee development eventsCompany OverviewAven Hospitality is a digital marketing company that offers consortia, GDS, and reservation services. It is a sub-organization of Sabre Corporation. It was founded in 1996, and is headquartered in Southlake, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.avenhospitality.com.