Sr Manager NOC Operations (Aven Hospitality)

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Required Qualifications
• 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

Requirements

• 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
• Work arrangements
• Hybrid working mode; 3 chosen days from the office in a week
• Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs
• Paid time off
• Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.
• Paid volunteer time: take 1 day annually to give your time to a charitable organization of your choice
• Your money
• My Benefit platform/Multisport card: enjo

Benefits

Additional Information

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world's largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide. Senior Manager - NOC Operations Reports To: VP, Platform & Cloud Services Role Overview 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.

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