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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, NOC Operations - **Company:** Aven Hospitality Inc. - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Data Analysis, Cloud Computing, Distributed Computing Environment, Monitoring of Systems, Information Technology Operations, Computer Network Operations, Performance Monitor, Dynatrace, Servicenow - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/manager-noc-operations-9010-aven-hospitality-inc-8962054 ## About the Role * 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 ## Description 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 -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., 1. NOC / Command Center Leadership * 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 2. Incident & Major Incident Management * 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 3. Service Desk Operations * 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 4. MSP & Vendor Management * 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 5. Service Management & Governance * 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 6. Operational Readiness & Continuous Improvement * 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 7. Team Leadership & Organization Development * 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 8. Stakeholder & Executive Communication * 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [DevOps at Netflix](https://www.wearedevelopers.com/videos/270-devops-at-netflix) - [The Power of Purpose: Unlocking Potential and Innovation](https://www.wearedevelopers.com/videos/1110-the-power-of-purpose-unlocking-potential-and-innovation) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [MLOps – What’s the deal behind it?](https://www.wearedevelopers.com/magazine/125-mlops-what-s-the-deal-behind-it) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)