Sr Manager IT Support / Network Operations

Aven Hospitality•Dallas, TX

22h•Hybrid

About The Position

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. With 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. Our tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections. We 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. The Senior Manager – IT Support / 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. This 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. The role plays a key part in establishing scalable operations during Aven’s cloud transformation and MSP transition.

Requirements

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

Nice To Haves

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

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