Aven Hospitality
Manager, NOC Operations
Dallas-Fort Worth Metroplex · Senior
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About the role
- 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.
- The role plays a key part in establishing scalable operations during Aven's cloud transformation and MSP transition.
Responsibilities
- Own end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environments
- 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
- Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users
- Drive improvements in service quality, user experience, and first-call resolution
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)
- Experience with cloud platforms (AWS, GCP) and modern infrastructure monitoring
Nice to have
- 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
- Very competitive compensation
- Formal and informal reward, recognition and acknowledgement programs
- Lots of fun and engaging employee development events
- Reasonable Accommodation
Compensation
- Very competitive compensation
This listing is sourced directly from Aven Hospitality's careers page and normalized into a canonical job model.